September 2019 Release Notes
Important changes made to Medallia Agent Connect in the September 2019 release:
Comment box on additional question
What is it?
Easily add an optional comment box to your survey's additional question.
Why does it matter?
Now, if you are measuring an additional KPI such as NPS or FCR in addition to agent performance, you are able to get more granular and immediately actionable feedback.
How do you use it?
You can enable the comment box by going to Settings and clicking the Additional Question tile. Additional question response data can be viewed in the Stream and exports and will become available in data return in the coming weeks. Enabling the comment box for your additional question creates an updated version of the question. You begin accruing new data starting from the time you enabled comments, and you cab access historical data from the Company Trends report by selecting the old version of the question moving forward.
Flexible performance metrics
What is it?
Flexible performance metrics provide the ability to change your team's default metrics displayed on Team, Team Member, and Company Trends reports.
Why does it matter?
Previously, the default metric for Team, Team Member, and Company Trends reports was star rating average. With this change, you can choose to replace star rating average with percent positive or percent five stars. This is important for teams that manage to metrics other than response rate and star rating, and want their team members to be able to view progress against alternate metrics.
How do you use it?
Contact your Client Success Manager, who will enable this feature for you. Once enabled, you will have the ability to configure your flexible metrics by going to the Company Info screen.
Group reporting
What is it?
Group reporting provides the ability to segment performance data by departments or sites on your Trends reports.
Why does it matter?
This reporting can be very useful if you want to be able to compare the performance of different departments such as sales, customer service, or billing. This is also a great way to improve visibility into the performance of multiple sites or BPOs.
How do you use it?
Reach out to your Client Success Manager, who will provide you with a CSV template. You will need to know the group names, group hierarchy, and names of Team Leaders for the template. We will set up your reporting groups and let you know when the work is complete.
User Provisioning API
What is it?
Automate Team Member profile management by integrating directly with your employee data source systems.
Why does it matter?
Previously, Agent Connect had only two methods for managing your team's profiles: manually adding or editing profiles, or using a CSV file to bulk add or edit profiles. With our new User Provisioning API, if you add new employees or edit existing employees in your employee management system, you can automatically create new profiles or edit existing ones, streamlining the team management process.
How do you use it?
For questions regarding enabling our Data Return API, reach out to your Client Success Manager. You can provide your internal technical resource with our API Documentation, which has all of the information they need to implement automated user provisioning for your team.
Zendesk service recovery customization
What is it?
If you are a Zendesk user, you now have the ability to trigger Service Recovery follow-up tickets in Zendesk based on customized rules, like expanded star rating criteria, specific tags being present on the original ticket, or whether or not comments were included in the initial survey response. You can also automatically assign follow-up tickets to the agent who handled the original ticket, pass the original ticket's tags to the newly created follow-up ticket, and customize the follow-up ticket subject line and comment body.
Why does it matter?
Previously, our Service Recovery workflow could only be triggered by receiving a 1-star survey response with a comment present. Some teams prefer triggering follow-up tickets in Zendesk based on their own criteria, and we can now support workflows triggered by 1-3 star survey responses with comments, or even a 4-star survey response if a specific tag is present (like a VIP customer tag), and more.
How do you use it?
Please reach out to your Client Success Manager, who will be able to schedule time with our Implementations team. To learn more about the Service Recovery for Zendesk feature, se Service recovery in Zendesk.
