Glossary
Use this glossary to quickly clarify key terms and concepts related used in Medallia communications
Accuracy
Metric to determine the level of correctness in a given transcript.
accuracy (ACC)
Accuracy can be calculated with this formula:
ACC = 1 - ( ( S +I ) / ( N - D + 1 ) )
Where:
S = number of substitution errors
I = number of insertion errors
D = number of deletion errors
N = number of words in reference transcript
ACC
Anonymous survey
Assertion
Automatic Speech Recognition
Automatic Speech Recognition (ASR)
ASR
Chatbots
Closed loop feedback
Closed loop feedback (CLF)
CLF
Company
- Companies are also Medallia customers.
- Companies may also be called clients.
Conversation
Conversational feedback
Custom survey ID
custom survey ID
Custom survey URL
custom survey URL
Customer
Customer analytics
Customer experience (CX)
Customer experience (CX)
CX
Customer experience management (CEM)
Customer experience management (CEM)
CEM
Customer feedback
Customer loyalty
Customer relationship management (CRM)
Customer relationship management (CRM)
CRM
Customer satisfaction (CSAT)
Customer satisfaction (CSAT)
CSAT
Data Protection Act (DPA)
Data Protection Act (DPA)
DPA
Deny-list
exclude-list
Dialog
Direct feedback
Employee experience (EX)
Employee experience (EX)
EX
First call/contact resolution (FCR)
First call/contact resolution (FCR)
FCR
General Data Protection Regulation (GDPR)
General Data Protection Regulation (GDPR)
GDPR
HIPAA
Health Insurance Portability and Accountability Act (HIPAA)
HIPAA
Identity provider (IdP)
identity provider (IdP)
IdP
Inbound SSO
Indirect feedback
JSON
JavaScript Object Notation (JSON)
JSON
Key performance indicator (KPI)
Key performance indicator (KPI)
KPI
Live chat
Multichannel
Net Promoter Score (NPS)
Net Promoter Score (NPS)
Traditionally, NPS is calculated on a scale of 0-10 or 1-10, where the promoter scores are 9 or 10, and the detractors are 6 or below. On a scale or 1-5, promoter scores are 5, and detractor scores are 1-3.
The NPS score is the percentage of respondents who were detractors subtracted from the percentage who were promoters.
NPS
Operational Customer Experience Management (OCEM)
Operational Customer Experience Management (OCEM)
OCEM
Opt-outs
OSAT
overall satisfaction (OSAT)
OSAT
Outbound SSO
Personalization
Personally identifiable information (PII)
personally identifiable information (PII)
The acronym PII is not commonly used outside of North America, as such, it is better to use the whole term.
PII
Personalized survey
personalized survey
Quarantine
A sampling step to avoid sending surveys to the same invitees too often. Incoming, potential invitations are excluded when the recipient was recently sent an invitation.
Quotas
Respondent
customer
employee
Response rate
The average proportion of survey takers that typically respond to an invitation; it is the count of responses received divided by count of invitations sent.
Sampling
Sentiment
Security Assertion Markup Language (SAML)
Security Assertion Markup Language (SAML)
SAML
Service provider (SP)
Signals
Single sign-on (SSO)
SMS
Short Messaging Service (SMS)
SMS
Sub-records
sub-records