Reporting > Text Processing > Customer Effort

Use the Customer Effort screen to enable Action Intelligence powered by Medallia AI customer effort scoring, configure which fields and units are available for processing, and modify the threshold levels for the categories of effort. For more information, see Effort.

Action Intelligence processes individual phrases for effort. Based on the relative density of hard-effort and easy-effort phrases in any individual record, Action Intelligence generates an overall customer effort score for that record, with a value ranging from -10 (for Very Hard effort) to 10 (for Very Easy effort), and stores that score in the the Customer Effort Score (a_customer_effort_score). Action Intelligence compares that score to the Category Thresholds defined on the Customer Effort screen to determine the effort category for that record.

For example, using the default thresholds, if a customer effort score for a record was calculated at 4, the record is flagged as Easy effort because the score is greater than the threshold for Easy (3) but not greater than the next threshold for Very Easy (5).

Enabled

Select to enable customer effort scoring.

Comment fields

Select the comment fields to be processed by Action Intelligence.

Units

Select the units to be processed by Action Intelligence.

Condition

Enter a conditional expression to limit the records processed To limit the records processed for customer effort. For example, you might want to limit processing to specific feedback programs. For more information, see Conditional expressions.

Category Thresholds

Action Intelligence uses five threshold values as part of its record-level processing for the degree of effort expended by a respondent, with one threshold for each degree of effort: Very easy, Easy, Neutral, Hard, and Very Hard. When an aggregated effort score (from -10 to 10) is greater than the listed threshold, the records is flagged for that level of effort.

The threshold for Very Hard effort is always -10, and cannot be changed. Use the Hard, Neutral, Easy, and Very Easy properties to configure the thresholds for each of those effort levels.

Note: Start with the default values, and modify them only if a manual review of record-level effort scoring is inaccurate.