Review requests

Each time the integration sends a request to Agent Connect, it creates a Request record in Salesforce. You can open the Agent Connect Requests tab from the Salesforce App Launcher to view a list of all Request records and review the details of individual records.

Here you can see basic information about each request, including whether it was successfully sent to Agent Connect, the customer name, and the channel of delivery.

Note: If you need to resend requests in bulk, select as many requests as needed, then click Resend in the actions bar. You may need to click the "more options" arrow to see the Resend button.

Click any of the entries in the Agent Connect Request Name column to view additional details about the request:

There are a few key items to notice in the Request record:

• Customer Name and Customer Email — These come from the originating case, to keep track of which customer was surveyed for the interaction.

• Channel — This notes the channel specified for the interaction, which could determine whether Agent Connect delivered the survey or provided a survey link back to Salesforce to be delivered directly in-channel.

• Case — Click this link to open the originating Case record.

• Request Successful — This indicates that the request was successfully sent from Salesforce to Agent Connect. It does not indicate that the survey was successfully delivered or completed by the customer.Note: For troubleshooting purposes, the Support team can look up the Request ID from the Request record to determine the outcome of the request in Agent Connect.

• Request Type — This can be "Initial Feedback" or "Service Recovery", depending on the type of interaction that triggered the survey request.

• Field Mapping to be Used — This indicates which Request Field Mapping was used to generate the request.

• API Key Name — If you send requests to multiple instances of Agent Connect, you can consult this field to determine which API Key (and thus which instance) was used.

• Deliver in-channel — When this is unselected, Agent Connect delivered the survey via email. When this is selected, Agent Connect assumed that you delivered the survey directly in the channel of the interaction (chat, SMS, etc.) using the survey link generated by Salesforce.

  Note: Survey links are generated in Salesforce in either scenario.

• Survey Link — This field contains a direct link to the survey, using the subdomain entered on the Integration Status tab of the Agent Connect Lightning Configuration tab.

• Re-send button — Click this button to resend the request, if needed.

Once the completed survey data has been returned to Salesforce, the Related tab on the Request record will contain a link to the Response record associated with the interaction.

Monitor responses

Agent Connect Responses tab

When a survey is marked complete in Agent Connect, data about the completed survey will be returned to Salesforce, and the integration will create a Response record. A Response record contains basic information about a completed survey, with a link to the related Request record.

Returning survey data to Salesforce affords two main benefits:

• Survey scores and completion rates can be used for performance reporting.

• Scores can be analyzed to trigger the service-recovery process, allowing you to reach out to customers who had a negative experience with your team.

To view a list of Response records, open the Agent Connect Responses tab from the Salesforce App Launcher:

Click any of the entries in the Agent Connect Response Name column to view additional details about the data returned:

There are a few key items to notice in this record:

• Stella Connect Request — You can click the link this field to view the related Request record.

• Survey scores and comments — Based on your data return field mapping, scores and comments for each question on the associated survey will be available in their own fields. You can analyze these values to determine when to initiate the service recovery process for a negative interaction.

Review past events

Agent Connect Scheduled Jobs tab

The Agent Connect Scheduled Jobs tab contains records and logs of all records created in Salesforce by the managed package. When you open the tab, you will see a single table listing historical records by name, type, start time, and created date. Click any item in the table to review data about the request or download logs detailing the processing status and any error messages related to each record.

On the Details tab of one of these records, you can see the number of errors and other basic information about the record:

On the Related tab, you can download the log file pertaining to the record:

Four types of items can be found in the table:

• Request Send — Records of survey requests sent from Salesforce to Agent Connect

• Data Return — Records of data returned to Salesforce from Agent Connect

• Service Recovery — Records of service-recovery records created in Salesforce after analyzing returned data to identify negative interactions

• Request Resend — Records of survey requests re-sent from Salesforce to Agent Connect

Link past events together

Each of the records created by the integration (initial request, response, and service recovery) will link to the others and ultimately link back to the original case record.

• Request records (for initial requests and service recovery)

  • Request ID — Medallia Support can use this to locate the request and it's outcome in Agent Connect.

  • Originating Record ID — This is the Salesforce Case ID.

  • In the Related tab, you will find a link to the Response record.

• Response records

  • In the Stella Connect Request field, you will find a link to the Request record, which links back to the case via the Originating Record ID.