October 2018 Release Notes
Important changes made to Medallia Agent Connect in the October 2018 release:
Deliverability by Team Member
What is it?
The ability to view deliverability metrics by individual team member.
Why does it matter?
This feature gives you more granular insight into Connect request deliverability metrics. This feature is particularly important for teams that send Connect requests manually and struggle to identify if Team Members are consistently creating requests for every interaction with a customer. By accessing this additional granular detail, you can also identify if there are issues with deliverability at the Team Member level and take steps to remediate. You might find, for example, that certain individuals have unusually high bounce rates for emails, which could indicate an issue with the input of customer data.
How do you use it?
No action is required from you. Simply select the Company Program dashboard, and select see all team members under the existing deliverability table. You can filter company program trends to view a subset of data, or you can export the full table.
Additional language support
What is it?
We have added language support for Italian, Dutch, Polish, and British English.
Why does it matter?
Language support gives you an ability to capture customer feedback across different languages. While the core of the product is built in U.S. English, we give you the option to trigger feedback requests in multiple languages. You can survey customers in their preferred, language and ensure that you are gathering as much feedback as possible.
How do you use it?
Contact your Client Success Manager, who will arrange a meeting with our integrations team. Our integration specialists will be able to guide you through the setup process for additional languages.
- While feedback requests are translated and comments will flow into streams in local language, the core Connect platform is built in U.S. English.
- Certain elements of feedback requests (including social sharing and bio/hometown information) cannot currently be translated, and are therefore removed when using our multi-language capabilities.
- Additional languages can be added on request in 2-4 weeks. Please contact your Client Success Manager.
Sticky filter selections
What is it?
Selected filters now default across Trends dashboards within any given session.
Why does it matter?
With this update, you can easily review the same filtered data set across multiple trends dashboards. This helps you quickly get at the data and insights you need with a specific set of filters.
How do you use it?
Select a desired set of filters on any Trends dashboard, and those filters are automatically applied to other Trends dashboards. These filter selections remain until you change your filters or log out of Agent Connect.
Suppression by brand
What is it?
You can now set suppression periods on a per brand basis.
Why does it matter?
If you are a multi-brand company, it was not possible to suppress requests by brand. With this update, you can manage suppression periods on a per-brand basis. This ensures that customers are not over-surveyed, and that suppression periods make sense for each brand.
How do you use it?
For all clients, the ability to set suppression periods has now moved to the Company Settings screen. If you are multi-brand, you can set the suppression period under each brand's settings on that screen.
Areas of Excellence in exports
What is it?
Areas of Excellence selected are now be included in your data exports and in keyword keyref="StellaConnect-short"/> Data Return.
Why does it matter?
If you are using Areas of Excellence, it was not previously possible to view customer selections in either data exports or through the Data Return API. This update changes that, and gives you an ability to view areas of excellence chosen for any response in your Data Return and exports.
How do you use it?
Areas of excellence selected are automatically be included in your Data Return and exports. For questions related to how to make use of the data, contact your Client Success Manager or Customer Support.
