Some or all records are not captured by the Attention flag feature

1. Identify the survey IDs for records that were not captured or tagged for Attention.

2. Confirm that the field set for the Main Score Field property in the Company Settings page is returning values for the survey ID(s) expected to be tagged. To have the Attention flag applied, records must return a valid value for the company's Main Score field.

3. If there are no Main Score field values returning for the records, those recods cannot be processed for Attention scores.

4. Update the field set as the Main Score field in the Company settings page to return a value for these records. After that, reprocess the surveys.

For more information, see Attention.

Positive feedback flagged for Attention

The Attention model looks for records indicating respondents could use direct outreach. This includes positive comments that may contain opportunities for upsell, such as "I loved the product and would love the learn more about the premium version!”

Negative feedback flagged for Recognition

The Recognition model identifies positive, negative, and neutral mentions. Consider using the Overall satisfaction score (OSAT) as a proxy for positivity or negativity to filter records flagged for Recognition by type. For example, look for responses flagged Yes for Recognition and that have high OSAT, and assume those mentions drive part of respondent happiness.

Records not processed by Action Intelligence

Ensure the skipped record is in a supported language and that it is configured to use the English translation for processing. If a feedback record is in an unsupported language, and the language setting is Use native processing instead of Use English translation, then that record is not processed. Adjust the language setting and reprocess the record.

If the skipped record is in a supported language, ensure that it meets these criteria:

• The record is part of a unit or unit group that is included in the Action Intelligence configuration.

• The record contains at least one of the fields included in the Action Intelligence configuration.

• The record contains comments for at least one of the fields included in the Action Intelligence configuration.

If records are still not processed as expected, contact your Medallia expert.