Snappy Reward Fulfillment Integration

What it is

Our integration with Snappy Gifts makes motivating and rewarding agents for incredible customer experiences easier than ever.

Why it matters

Showing your agents how much you appreciate the delight they bring to your customers is more important than ever, but it can be tedious and time-consuming for managers to buy each reward, ship items out, and manually keep track of expenses. With Agent Connect and Snappy, gone are the days of manually fulfilling rewards. Say hello to a low-effort incentive program that can help lower attrition and keep agents motivated from wherever they work.

How to use it

Connect your Agent Connect and Snappy accounts via Settings in just a few clicks, then select a Snappy campaign to associate with each Reward level in Agent Connect.

Now when managers click Fulfill in a Rewards Report, a customizable, branded email is sent to the agent, prompting them to choose the reward they’d like to receive from your pre-configured campaign. Snappy handles shipping so you can spend more time celebrating your team’s successes and less time managing deliveries.

To learn more about configuring the Snappy Integration, see Rewards.

Calibration reporting

What it is

Our new Calibration Reporting ingests your completed calibration sessions to calculate your team’s Alignment Score (how aligned participants were with the chosen consensus answers from each session). Your Calibration Report tracks Alignment over time at the overall, scorecard, and individual question level, and even lets you begin targeted Calibration sessions on just the questions that need it most.

Why it matters

Calibration Reporting helps track how aligned your reviewers are over time so that you can build a healthy QA program agents and team leaders can trust. The higher your Alignment Score, the more consistently your reviewers are grading. Using the question-level breakdown of Alignment Score to begin targeted Calibration sessions allows for more impactful Calibration sessions in less time.

How to use it

Find Calibration Reporting by selecting Calibrations in the navbar. Find the Overview report and drill in by clicking on any Scorecard to find a question-level breakdown. Start a targeted Calibration session by simply selecting the questions with lower Alignment Scores directly from the report.

Metric Configuration screen

What it is

The Metric Configuration screen offers a more user-friendly, intuitive, and powerful metric configuration experience, with the ability to track up to 8 metrics at a time.

Why it matters

Metric Configuration gives you seamless flexibility to track the most impactful metrics for your organization across Agent Connect.

How to use it

Metric Configuration is moving from the Company Info screen to its own dedicated screen under Settings. Head to Settings then click on the Metric Configuration tile to configure the metrics you want to appear on the Stream, Trends pages, Performance Management Report, Leaderboards, and in the 1:1s context sidebar.

Leaderboard enhancements

We have added a ticker stream at the bottom of the Leaderboard to celebrate team members who have recently received a 5-star survey response from a customer.

We believe in celebrating every win, big or small. Now agents who might not be in the top 10 can still be recognized and celebrated on the Leaderboard when they receive a 5-star survey response for providing outstanding service

Metric investigation breakdowns

We have added more ways to slice and dice your data in our new Agent Performance Management dashboard. The metric investigation feature of Agent Performance now shows additional metrics breakdowns for multi-language and multi-brand surveys, as well as channel breakdowns for QA scores.

Drill into data points on Trend Over Time charts

On the Performance Management screen, you can now click into any data point on a trend-over-time chart in the metric investigation flow and add it to a 1:1 session or view the underlying pieces of feedback or QA reviews that make up that data point.

More accurate QA scores with decimals

Quality scores are an important indicator of an agent’s overall performance and can impact bonuses, promotions, and more. We know how imperative accurate scoring is to a healthy QA program agents can trust, so we have updated our QA scoring to calculate scores to the decimal.

For example, if the final calculated score of a QA review is 84.5%, the score is rounded up appropriately and displayed as 85% in reporting. If the calculated score is 84.4% the score is accurately displayed as 84%. Prior to this change, QA scores did not account for decimals.

New design

We are looking to create a more unified and cohesive experience across Medallia applications to give our products, despite being different, a more consistent look and feel. We have updated UI elements throughout the application, from colors and fonts to the navigation bar, to create a more up-to-date look and feel as well as a more consistent experience for clients who are users of other Medallia products.

Hide personal notes

Personal notes in 1:1s are meant to be visible to you, and only you. Now, when there is content inside of that field, it appears hidden by default, and requires a click to reveal the content. If users are ever sharing their screen during a 1:1 session, they no longer need to make sure not to scroll down too far on the session in fear of revealing their private notes.

Added columns to QA export

QA Exports now include a column for Channel and a column for the External URL linking to the original ticket in your CRM.

Metric highlights

What it is

Quickly highlight top and bottom performers and get direction on which metrics to focus on for each team or team member.

Why it matters

Save time identifying areas of opportunity as well as the areas team members are excelling in.

Performance Management quick tasks

Our new quick action tasks module on the Performance screen gives users quick ways to take action throughout the application. This new module includes quick access to the metric investigation modal for easier discoverability, has quick access to recent feedback, QA reviews, and coaching sessions, and also gives the ability to easily start a new coaching session or QA review. Of course, we also give users another opportunity to celebrate recent Kudos.

Custom user groups

What it is

Create groups of users for any reason in order to slice and dice reporting with ease.

Why it matters

Tracking performance across Agent Connect reporting by team is helpful, but we know that sometimes there are groups of agents whose performance should be tracked together regardless of the team they sit on. Do you have a cohort of new hires who sit across separate teams? Create a custom user group and filter the Stream or dashboards to view performance of new hires all at once. Group users based on location or skill or for any other reason you can think of.

How to use it

Click Custom Groups on the Manage Team screen. You will see the ability to create a new group, give it a name, and add users. After your group is created, you can head over to the Stream, Trends pages, or QA Dashboard to filter to your new groups when needed.

Custom question nicknames

What it is

We have added a field for each question on the survey builder to allow users to give each question a nickname for easy reference throughout the application.

Why it matters

We know it can sometimes be difficult to report on all of the questions of your survey. We want to make it easier to reference individual questions that are familiar to you, instead of searching for generic names.