July 2020 Release Notes
Important changes made to Medallia Agent Connect in the July 2020 release:
Survey Builder updates
What is it?
The new Survey Builder allows you to create and edit surveys for collecting feedback from your customers with more ease and flexibility than ever.
Why does it matter?
The new Survey Builder is easier to use and provides more flexibility in creating, editing, and testing your survey. For the first time, you can add a third question, manage multi-language survey verbiage, send test surveys directly from the survey builder, and more.
How do you use it?
You can find the new Survey Builder experience under Settings > Survey Builder. The new Survey Builder Settings page tile replaces the old Experience and Additional Question tiles.
Audit changes to Team Member profiles
What is it?
You can now download the profile audit history for any of your Team Members. This CSV file includes a historical record of changes made to Team Member profiles, including Who approved the change, the old value, and the new value.
Why does it matter?
This update gives you visibility into the history of profile changes and approvals for your Team Members' profiles, ensuring that changes made to profile verbiage, team switches, and new profile photos are always on record.
How do you use it?
Download profile audit history can be found on the Edit Profile page for any Team Member, directly below their profile photo.
Data Return v2
What is it?
An update to our Data Return API endpoint that makes it possible to pull survey response data for surveys including more than two questions. Breaking data return endpoints into three endpoints means you can pull just the data you need, when you need it.
Why does it matter?
All clients utilizing Data Return v1 must update to v2 to pull their new flexible survey's response data, QA Reviews data, and more.
How do you use it?
For detailed information, see the Stella Connect API documentation.
QA review email notifications
What is it?
This new feature sends email notifications to Team Members as soon as a QA review regarding one of their interactions is completed.
Why does it matter?
This gives Team Members the ability to look at their QA reviews immediately, and encourages them to start self-correcting sooner rather than later.
How do you use it?
Turn on QA Notifications by navigating to Settings > QA.
QA assignments criteria expansion
What is it?
You can now expand the look-back period for QA assignments rather than using the default seven days.
Why does it matter?
Clients with lower interaction volume sometimes have trouble meeting the eligibility requirements for a given QA assignment. By giving the option to expand the look-back period to more than seven days, more interactions that fit the assignment criteria can be reviewed and count towards completing an assignment.
How do you use it?
You will now have the ability to edit the date range when you create a new QA assignment. The default will still be a seven-day look-back period, but the option to expand that date range is available. You cannot edit the look-back period of an assignment after it is created.
New QA transcript reader for Zendesk and Gladly clients
What is it?
We have updated the look and feel of our transcript reader for Zendesk and Gladly clients.
Why does it matter?
The new UI makes it much easier to differentiate a customer’s response from a Team Member’s response. It is also more readable and easy to scan, and indicates when a response was an internal note.
How do you use it?
If you are a Zendesk or Gladly client using QA, your transcript reader will automatically update upon beginning new QA reviews. The interface does not update for previously reviewed interactions.
Ability to see what feedback has been reviewed on the Stream
What is it?
Clients who use the Stream to initiate new QA reviews can now see if a piece of feedback has already been reviewed.
Why does it matter?
This improves reviewer visibility into which pieces of feedback have already been reviewed, so they can decide if they want to review it again or focus on interactions that have yet to be reviewed.
How do you use it?
If a piece of feedback on the Stream shows See reviews when you hover over the feedback, that indicates that the associated interaction has already been reviewed.
