Drill-down analysis with Root Cause Assist

Restriction: This feature is part of a generative AI feature set available to customers with the requisite subscription agreement. Once the agreement is signed, feature entitlement is automatic after 5-7 business days. Activation may require additional configuration work. For more information, contact Medallia Support.

When drill-down analysis is enabled, users can engage Root Cause Assist multiple times for deeper levels of analysis. To engage drill-down analysis, click on a topic, theme, metric, unit, unit group, or segment in the RCA results side panel to generate a follow-up question based on the original prompt and the selected item.

Follow-up questions for deeper analysis are limited to three variables. For example, the question "What are the key drivers of the NPS topic for the Main unit group and the Sales segment?" includes the NPS, Main, and Sales variables, so deeper analysis beyond that question is not available.

Only one topic filter can be applied, so initiating drill-down analysis on a topic while engaged with root-cause analysis of a metric or metric change will instead initiate analysis focused on that topic.

Important: Segments and unit groups in a shared configuration must also be included as control panel segment and unit group filters to apply those filters to drill-down analysis.

Topic drill-down analysis

Root Cause Assist supports the following combinations of data at each level of topic analysis.

Level 1
  • Root cause of a topic
Level 2
  • Root cause of a topic + segment
  • Root cause of a topic + unit group
Level 3
  • Root cause of a topic + segment + segment
  • Root cause of a topic + segment + unit group
  • Root cause of a topic + unit group + unit group
These questions include three variables, so further analysis is not available.

The following image shows topic drill-down analysis flow.flow chart showing paths through topic drill-down analysis

Metric or metric change drill-down analysis

Level 1
  • Root cause of a metric or metric change
Level 2
  • Root cause of a topic (with score filter)
  • Root cause of a metric or metric change + segment
  • Root cause of a metric or metric change + unit group
Level 2 (topic with score filter)
Engaging Root Cause Assist for topic drill-down analysis at this level supports the follow-up questions below, and they inherit the topic's score filter from the initial metric analysis.
  • Root cause of a topic (with score filter) + segment
  • Root cause of a topic (with score filter) + unit group
Follow-up questions from this level follow the topic workflow described in the previous section, but apply the score filter inherited from the initial metric question to the analyzed topic.
Level 3 (metric + segment)
  • Root cause of a metric or metric change + segment + segment
  • Root cause of a metric or metric change + segment + unit group
  • Root cause of a metric or metric change + segment + topic (with score filter)
These questions include three variables, so further analysis is not available.
Level 3 (metric + unit group)
  • Root cause of a metric or metric change + unit group + unit group
  • Root cause of a metric or metric change + unit group + segment
  • Root cause of a metric or metric change + unit group + topic (with score filter)
These questions include three variables, so further analysis is not available.

The following image shows metric or metric change drill-down analysis flow without a score-filtered-topic analysis diversion.flow chart showing paths through metric or metric change drill-down analysis

The following image shows metric or metric change drill-down analysis flow combined with potential diversions for score-filtered-topic analysis.flow chart showing paths through combined topic and metric or metric change drill-down analysis