The Company Program Trends Dashboard shows the deliverability of your surveys, including details about how many survey requests were sent, response rate, and suppression, and so on. You can also view the click through rates for marketing links on this dashboard. This report is available to Team Leaders and Admins.

To open the Company Program Trends Dashboard, click Trends in the Medallia Agent Connect navigation bar, and then click Company Program.

The report opens with various percentages related to availability and completion, such as the percentage of customers that responded, the percentage of customers that provided comments, and so on.

After the overview, the report lists marketing actions for your surveys, including shares and follows for Twitter and Facebook, shares, follows, and the count and percentage of custom links initiated. For more information, see Marketing features.

The Deliverability section shows the number of requests created, and how many of those were stopped for various reasons (such as emails that were rejected, bounced, and so on). Click See all team members to open a table showing the deliverability states of surveys by Team Member. Use the table to determine whether and why a Team Member is receiving too few survey responses.

The Deliverability over time chart shows the same states of delivery, but over time rather than as an aggregated count.

This report includes the following delivery states:

• Delivered — The request email was delivered without problems.
• Do not send — The request email was not sent because the API request defined do_not_send as true. The request was not intended to reach the customer.
• Unsubscribed: — Either the request email was sent, but has been unsubscribed by the customer specifically through the request email, or the request email was not sent because the email address had been previously unsubscribed.
• Suppressed — The request email was not sent because the customer has already been sent a recent request. Team Leaders and Admins configure the time period during which subsequent requests cannot be sent on the Company Info screen, in the Suppression period field.
• Rejected — The request email was not sent because Agent Connect received a bounce message during a previous attempt.
• Bounced — The request email was sent, but might not have been delivered due to a soft bounce from the receiving email server. Agent Connect attempts to re-deliver soft-bounced request emails. Soft bounces typically indicate a temporary delivery issue. While an email address may soft bounce for many reasons, common causes include a full inbox, the recipient email server is offline, or the recipient email server has received too many emails in too short a time (per its configuration).