Shared configuration

Create role-level default reporting configurations with Admin Suite to define templates for Root Cause Assist response details

Use the Shared Configuration screen in Admin Suite to create role-level default reporting configurations for Medallia Experience Cloud's Root Cause Assist feature. These shared configurations are groups of reporting options that define the templates used for reporting panels that display details about Root Cause Assist responses, and they can be applied to individual or multiple roles. A user role cannot have more than one shared configuration. Attempting to create a new shared configuration for a role that already has one linked results in an error message.

Creating a shared configuration generates report templates used by Root Cause Assist as data sources for generated answers. These reference templates can be neither edited nor configured beyond the options specified in the shared configuration that creates them, and each type of analysis—that is, Root Cause of a Metric, Root Cause of a Topic, and Root Cause of a Metric Change—uses a distinct set of reference templates that are displayed in the More details section in the Root Cause Assist side panel. For more information, see Root Cause Assist.

Create a shared configuration

Tip: Use change sets to create and manage shared configurations.

Add the shared configuration to be deployed to a new or existing change set as described in Outbound change sets.
Deploy the shared configuration's change set as described in Inbound change sets.
Review the deployed shared configuration in the destination instance.

Follow these steps to create a shared configuration.

Important: Shared configurations must be managed with Admin Suite. Medallia Setup does not support shared configuration management, and attempting to create or modify a shared configuration in Setup can cause system errors.

Navigate to the Admin Suite > Reporting > Shared Configuration screen.
Select New Shared Configuration. A side panel displays with initial settings.
Enter a Configuration Name and use the add icon to select the first role to use the new configuration. Use the Select link to add additional roles.
Select Continue. A draft configuration is created, and the Configuration tab displays with Report and Role dropdown menus, along with Text Analytics, Visualization, and Segmentation configuration options.
Use the Report and Role dropdowns to preview the reference dashboards under the specified conditions.
Use the Text Analytics, Visualization, and Segmentation options to customize the configuration. For more information, see Shared configuration options.
Use the Preview button to hide the configuration side panel and preview the report.

Important: Use the preview function to verify the shared configuration generates reporting data in the module. If the preview for the role has no results, Root Cause Assist analysis summaries cannot be generated.
Use the Unpublished Changes button to open the Review Unpublished Changes window.
Select the new configuration to be published using its checkbox.
Use the Publish button to save and publish the shared configuration, or use the Discard button to delete the draft.
Once the shared configuration is published, users with the specified role can access the Root Cause Assist option on supported modules.

To engage Root Cause Assist and see the results, user roles must have access to Text Analytics and topics or themes in a supported language, the reporting application language must be set to a supported language, and the user's role must have the Access Root Cause Assist reporting permission.

This feature can be disabled for individual modules in module configurations; the Disable Root Cause Assist module configuration overrides the shared configuration and hides the Root Cause Assist option.

Manage a shared configuration

Follow these steps to change the properties of an existing shared configuration.

Important: Shared configurations must be managed with Admin Suite. Medallia Setup does not support shared configuration management, and attempting to create or modify a shared configuration in Setup can cause system errors.

Navigate to the Admin Suite > Reporting > Shared Configuration screen.
Select the shared configuration to be changed. If the configuration side panel doesn't display automatically, click Manage.
Use options in the Settings tab to edit the Configuration Name. Use the Select link to assign additional roles, and use the delete icon to remove roles.
Use options in the Configuration tab to modify Text Analytics, Visualization, and Segmentation configuration options. For more information, see Shared configuration options.
Use the Unpublished Changes button to open the Review Unpublished Changes window.
Select the configuration with your changes using its checkbox.
Use the Publish button to save your changes, or use the Discard button to remove the draft with your changes.

Delete a shared configuration

Important: Shared configurations must be managed with Admin Suite. Medallia Setup does not support shared configuration management, and attempting to create or modify a shared configuration in Setup can cause system errors.

Navigate to the Admin Suite > Reporting > Shared Configuration screen.
Use the action menu and select Delete Configuration, then Continue.
Use the Unpublished Changes button to open the Review Unpublished Changes window.
Select the configuration to be removed using its checkbox.
Use the Publish button to delete the shared configuration, or use the Discard button to cancel and remove the deletion draft.

Shared configuration options

Text Analytics

Ranking Topics

Ensure the value selected is Topics. Use the Topics Options dropdown associated with the Ranking Topics dropdown to configure topics shown in the report.

Warning: Selecting Themes for the Ranking Topics option is an invalid configuration and results in topics not being displayed in topic-based Root Cause Assist reports.

Ranking Themes

Ensure the value selected is Themes. Use the Topics Options dropdown associated with the Ranking Themes dropdown to configure themes shown in the report.

Warning: Selecting Topics for the Ranking Themes option is an invalid configuration and results in themes not being displayed in theme-based Root Cause Assist reports.

Topics/Themes options

The specific Topics or Themes displayed in the module. Use either the Topics/Themes available in the Control panel, or select specific Topics/Themes. The choices you make are associated with the filters defined at the dashboard level.

When selecting specific Topics, set these properties:

Select text source — The category of topics. Optionally, click Select comment fields to select one or more fields in that category.
Select level — The level in the hierarchy of topics.
Select topics — One or more topics in the selected source categories.
Select speaker — The speaker of the analyzed text.

When selecting specific Themes, set these properties:

Select text source — The category of themes. Optionally, click Select comment fields to select one or more fields in that category.
Select language — The language of received comments.
Select level — The level in the hierarchy of themes.
Select speaker — The speaker of the analyzed text.

Primary Metric to Display

Specifies the primary metric to be shown in the reference module.

Display simplified impact scoring

Adds labels to each threshold in the Color Thresholds property. When the first column in the Metrics to Display property is Impact Score, Impact Score (Scaled), or Impact on Net Sentiment, the labels are displayed for scores configured in each color threshold. If you provide no labels, the module displays scores as if the Display Simplified Impact Scoring property were disabled.

Metrics

The Text Analytics metrics to include in the table, which may be:


Metric	Description
Score	The Main Score of the record, such as Likelihood to Recommend. The score (or question) is denoted in the module's sub-header and is displayed on the module with the Calculation that was applied. The score's source is defined by the Calculation filter in the report's Control panel.
# of Responses	The total number of filtered records tagged to the topic or theme result. Use this metric to understand the total size of a topic relative to other topics within a filtered dataset.
% of Responses	The percentage of filtered records tagged to the topic or theme result compared to the total number of filtered records. Use this metric to understand the relative proportion of tagged records.
% of Total Responses	The percentage of responses with the selected topic or theme out of all responses. Important: This metric has been deprecated.
Impact Score	Indicates how much the topic or theme increased or decreased the overall score. It takes into account the topic’s volume as well as its score. Use this metric as a prioritization tool to understand the relative ranking of a topic against other topics. The formula for impact score is: $\frac{[sample size of topic \times (key metric score of topic - key metric score overall)]}{(sample size overall - sample size of topic)}$ Medallia Alchemy Experience Reporting reports can calculate the impact score for various score fields, as configured by the report administrator and the report user. Legacy reports require a main score field to be configured. For more information, see Configuring the impact score.
Impact Score (Scaled)	This is an alternative metric to Impact Score, to be used when the key metric at your company uses a scaled range (such as 1-5 or 0-11). Best practice is to use either Impact Score or Impact Score (Scaled), but not both. A topic’s scaled impact score indicates how much that topic increased or decreased the overall score, multiplied by 100. It takes into account the topic’s volume as well as its score. Use this metric as a prioritization tool to understand the relative ranking of a topic against other topics.
# Positive	The number of records processed by Text Analytics containing Positive or Strongly Positive sentiment. Sentiment is identified at the phrase level; while a topic may be mentioned multiple times with positive sentiment in the same record, the record only counts towards this metric once. Use this metric to understand positive sentiment when mentioning the topic or theme result.
% Positive	The percentage of records processed by Text Analytics containing Positive or Strongly Positive sentiment. This is helpful to understand the relative proportion of customers favorably mentioning the topic or theme result.
# Negative	The number of records processed by Text Analytics containing Negative or Strongly Negative sentiment. Sentiment is identified at the phrase level; while a topic may be mentioned multiple times with negative sentiment in the same record, the record only counts towards this metric once. Use this metric to understand negative sentiment when mentioning the topic or theme result.
% Negative	The percentage of records processed by Text Analytics containing Negative or Strongly Negative sentiment. Use this metric to understand the relative proportion of respondents unfavorably mentioning the topic or theme result.
Net Sentiment	% Positive sentiment minus % Negative sentiment for records processed by Text Analytics. Use this metric to understand sentiment about a particular topic or theme.
Impact on Net Sentiment	The impact of a specific topic or theme on the net sentiment score, calculated as: $\frac{[sample size of topic \times (net sentiment score of topic - net sentiment score overall)]}{(sample size overall - sample size of topic)}$ Use this score to understand which topics or themes should be prioritized as areas for improvement.

Visualization

Low sample size threshold

Indicates reports with samples below the specified number.

Minimum sample size threshold

Hides data when the sample size is below this number. The sample size is the number of results. For information about optimizing sample size, see Sample size methodology.

Note: To ensure that the module displays only the results the user's role should see, enter a number greater than 0. When the Minimum Sample Size Threshold is 0, Experience Cloud displays all results.

Number of decimal points to display

Number of decimal places shown for numeric values.

This option accepts positive and negative integers, and zero. Specifying a positive value increases the number of digits displayed after the decimal point. For example, specifying 1 adds a number position ("tenths") after the decimal, so a score displays as 5.0.

Specifying a negative value for Number of Decimal Points to Display causes the displayed score to be rounded to the nearest order of magnitude indicated by the absolute value of the specified number.

For example, when Number of Decimal Points to Display is set to 1, a score displays as 83.3. But when the option is set to -1, that same score displays as 80, because a number position has been removed ("ones"). This same score displays as 100 when the option is set to -2, because 83.3 rounds to 100 when evaluated from the "hundreds" number position.

Link to Topic/Theme Details

Opens another report with more detailed data, filtered by the data visible for this module.

Note: Destination reports inherit selected topic and theme values for individual topic and theme selectors only.

Click Select to add a default destination report. After adding a default destination report, in Link Target, select Full Report or Side Panel. Click Select in Default link overrides to add one or more different destination reports for specific roles. For example, you might want most roles to see a summary report, while providing a more detailed analytics report for the Insights role.

Important: If the destination report no longer exists, follow these steps to prevent errors:

Open the source module and navigate to the Link to report property.
Select a new destination report.
Save and publish these changes.
Open the source module and navigate to the Link to report property.
Set to None.
Save and publish these changes.

Disable Excel export

Disables the Excel export option for the module.

Disable PDF/image export

Disables the PDF and Image export options for the module.

Segmentation

Segments: Select the segments to be applied to the shared configuration for assigned roles. Explicit segment selections are required for shared configuration; the Use default for Segments option should not be used.
Unit Groups: Select the unit groups to be applied to the shared configuration for assigned roles. Explicit unit group selections are required for shared configuration; the Use default for Units option should not be used.