Achievements for frontline team members

Achievements are exciting, persistent reminders of individual accomplishments earned by reaching significant milestones and setting new personal records.

Achievements gamify the daily experience of team members and QA reviewers, providing them with milestones to celebrate as they receive more customer feedback and gain more experience in their roles.

Achievements have the advantage of not relying on metric scores and the quality of customer feedback. Rather than focusing on feedback scores, achievements focus on increasing team member motivation, happiness, and engagement through positive reinforcement.

The focus on positive team member experience introduces several advantages:

• Increase weekly logins for team members.

• Empower coaches to focus even more on positive reinforcement.

• Introduce a feeling of newness and excitement with each login for team members.

To learn more about configuring, using, and reporting on achievements, see Frontline Achievements. We also have a quick reference guide available for team members and QA reviewers with information about tracking and obtaining personal achievements.

New Calibration Audits

Calibration Audits bring alignment scoring to the QA process. With traditional QA Audits, reviewer performance is critiqued using unique reviewer-focused scorecards. With the new Calibration Audits, auditors complete their own evaluations of the same interactions using the same scorecards as a reviewer. You can then compare the reviewer's score to the auditor's score for the same interaction to gauge alignment with company policies and standards.

To learn more about the differences and how you can leverage Calibration Audits effectively, see Calibration Audits after release.

Edit or delete QA Audits

You can now edit or delete completed QA Audits. This allows you to re-score QA Audits after resolving disputes, or to fix errors made during the audit process.

To edit or delete an audit, first locate it on the Audits tab of the QA dashboard, then open the menu near the top-right corner of the page, as shown above.

This update introduces the new role permission "Edit Completed QA Audits". With this permission, you can ensure that only designated users have the ability to change scores or remove audits.

Calibration sessions enhancements

We have updated calibration sessions with a refreshed UI and more efficient ways of assigning participants and tracking session status.

When adding participants, you can now select all eligible members of a group or team, and you can now select individuals from a dropdown menu:

It is now easier to view participant scores and comments during a calibration session:

A new status bar on the Calibration Session page makes it easier to view the progress of a session at a glance:

See Calibrations to learn about the complete workflow for calibration sessions.

New status page

The Agent Connect status page has moved to agentconnect.status.medallia.com and includes helpful new features.

To learn more about using and subscribing to the new page, see Status page.

Performance and security enhancements

Performance

We have improved the performance of the QA Dashboard. Clients with large amounts of historical data will see improved load times on the dashboard.

Security

We have added an automatic password expiration policy for all user accounts, starting with this release.

Accessibility enhancements

We have introduced accessibility enhancements on both sides of the survey experience: the Survey Builder for Agent Connect users and the survey itself for respondents. This new look and feel maintains the familiar functionality while refreshing the visual experience.

New look for the Survey Builder:

New look for surveys:

Salesforce integration update

A new version of the Salesforce managed package is available. This update introduces several enhancements:

• We have streamlined the field mapping workflow.

  The update introduces multi-level selections to the process of mapping Salesforce objects to Agent Connect fields. Rather than placing all objects in a single dropdown menu, the new update allows you to select a first-level option in a dropdown menu, then select a second-level option in a sub-menu beneath it.

  

• Salesforce check box metadata can now be included as a custom property in Agent Connect. This lets you identify interactions where a check box was selected in the Salesforce case, improving your ability to report on and target interactions for QA Reviews.

  

  Note the following behaviors regarding boolean fields in the integration:

  • Boolean true/false fields related to the selected object in the Salesforce field mapping are available selections in the Request Field Mapping and Service Recovery Mapping tabs.

  • You can add a true/false field as a custom property field.

  • Agent Connect receives designated true/false fields as part of the Salesforce request payload.

  • Adding a true/false field creates a corresponding custom property with the relevant metadata in Agent Connect.

  • The field appears in filters as a boolean field type in Agent Connect.

• We have improved the error handling for all requests.

  In Version 2.3.1, queries that return errors will be retried every two minutes.

For instructions on updating your integration, see the Salesforce integration guide.

Data return API for 1:1 Coaching Sessions

You can now obtain historical 1:1 Coaching Session details via API.

See Data Return APIs for authentication instructions or the full API documentation for more details.

Coaching intelligence expansion to Europe

We have expanded coaching intelligence to our clients in Europe, giving you access to Previous Session Summary and Suggested Topics in 1:1 Coaching Sessions.

To learn more about this functionality, see the February 2025 release notes.

Coming soon!

Security enhancements and authentication requirements

We continue to make security enhancements throughout the application to remain compliant with modern security standards. In a future release, we plan to require email-based multi-factor authentication (MFA) or single sign-on (SSO) authentication for all users. This requirement will help to ensure that only authorized users are able to access your organization's data.