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<body id="topic-4350"><main role="main"><article role="article" aria-labelledby="ariaid-title1"><h1 class="title topictitle1" id="ariaid-title1">Glossary</h1><div class="body"><p class="shortdesc">Use this glossary to quickly clarify key terms and concepts related  used in Medallia communications</p><p class="p"></p></div></article></main></body>

Glossary

Information of interest that span multiple Medallia products

General information

Use this glossary to quickly clarify key terms and concepts related  used in Medallia communications

Medallia Concierge

Medallia Developer Portal

Medallia Documentation

Experience management platform that helps companies put every experience at the center of their business

Medallia Experience Cloud

Capture feedback across any digital channel: websites, apps, software applications, and connected devices

Medallia Digital

Gather consumer insights through online surveys, ranging from one-off surveys to sophisticated research campaigns

Medallia Agile Research

Improve conversion, sales, and loyalty across all your digital offerings

Digital Experience Analytics

Capture, analyze and share media feedback content at scale to tell powerful stories and inspire better decision-making in your organization.

Medallia Video

Keep customers and agents engaged from anywhere

Agent Connect

Orchestrate individualized experiences across all channels with real-time, next best experience

Medallia Experience Orchestration

Build a holistic customer-experience strategy with the leading cloud solution

Mindful

Automatic speech recognition text-to-speech transcription for call centers supporting many industries and languages

Voci

Real-time insights from consumer transactions, visits, and surveys for a 360-degree view of the market, competitors, and customers

Sense360

Information not specific to any particular product

Medallia Company

Access token

Accuracy (ACC)

Anonymous survey

Areas of Excellence (AOE)

Areas of Improvement (AOI)

Assertion

Authentication

Authorization

Automatic Speech Recognition

Backfill

Ballot

Beta

Bounced email

Bounced session

Broadcaster

Capability

Chatbots

Clickstream data

Closed loop feedback (CLF)

Company

Conversation

Conversational feedback

Custom survey ID

Custom survey URL

Customer

Customer analytics

Customer effort score (CES)

Customer experience (CX)

Customer experience management (CEM)

Customer feedback

Customer loyalty

Customer relationship management (CRM)

Customer satisfaction (CSAT)

Customer signals

Data Protection Act (DPA)

Deny-list

Dialog

Diarization

Digital Experience Score (DXS)

Direct feedback

Employee experience (EX)

Engagement rate

Engagement score

Experience data record (EDR)

First call/contact resolution (FCR)

General Data Protection Regulation (GDPR)

HIPAA

Identity provider (IdP)

Inbound SSO

Indirect feedback

JSON

Key performance indicator (KPI)

Likely to recommend (LTR)

Live chat

Mutli-factor authentication (MFA)

Multichannel

Net Promoter Score (NPS)

Operational Customer Experience Management (OCEM)

Omnichannel

Opt-outs

OSAT

Outbound SSO

Overtalk

Personalization

Personally identifiable information (PII)

Personalized survey

Population (statistical)

Pump

Quarantine

Quotas

Raw invitation

Respondent

Response rate

Rewards

Role

Sample size

Sampling (invitations)

Sampling (statistics)

Security Assertion Markup Language (SAML)

Segment

Sentiment

Service provider (SP)

Signals

Single sign-on (SSO)

Slug

Speech analytics

Sub-records

Survey Engine

Survey specification

Technical experience score

Text Analytics

Time period

Top Box

Topic

Touchpoint

Unit

Unit Group

User

WCAG

Webhook