Technical configuration errors

These configuration issues typically result in incorrect or missing results.

Incorrect Topic Filter options

How to spot: Modules shown an error message, or the Responses Feed highlighting does not display; typically on Topic Deep Dive or other deep dive modules

Cause: Single selection mode is not enabled in the Topic Filter configuration

Resolution: In the Topic Filter configuration

• Select Use role default for the Topic Filter dropdown

• Enable Single selection mode

• Ensure Phrase level filtering is not enabled

For example, the following image shows the configuration described above.

For more information about Topic Filter configuration, see the Topic Filter entry in the Filter reference list.

Data permissions conflict with Text Analytics

How to spot: Reports render in some places, but not in others; or topics do not appear in the Topic Filter

Cause: User or role data permissions do not include a part of the unit hierarchy, but instead are defined using segments

Resolution: Include some piece of the unit hierarchy in the user data permissions for every role

For more information, see

• Users
• Data access permissions
• Roles
• Data views
• Unit groups

Non-functional filters on reporting dashboards

How to spot: Changing a Text Analytics filter does not update the modules on the dashboard

Cause: The topic or theme configuration is hard-coded in the module configuration

Resolution:

• On reporting dashboards, ensure every dashboard filter actively changes page elements

• In module configurations, set defaults on filters but avoid hard-coding topic or theme values

• For custom dashboards and summary pages, set topic and theme settings on the modules but avoid hard-coding comment fields

For more information, see

• Dashboards
• Filters and control panels

Missing data during initial setup

How to spot: No data populates in module previews during report configuration or other initial setup

Resolution:

• Check the role's data capabilities
• Review topic visibility settings
• Ensure topics are active and published in Admin Suite
• Review the module's data view in the module configuration

For more information, see

• Data access permissions
• Data views
• Activate topics
• Manage topic visibility in Medallia Setup

Benchmark configuration is set to All properties or All units

How to spot: Modules like Emerging Themes that require a benchmark to calculate delta or emerging topics or themes do not show results

Cause: The benchmark configuration is set to All properties or All units

Resolution: Configure a specific time period

For more information, see

• Benchmarking
• Filters and control panels

Segment ranker

How to spot: Selecting a segment does not filter displayed data

Resolution: Ensure segments used in the Segment Ranker module are established as either primary or secondary segment filters for the role.

For more information, see

• Filters and control panels
• TA Topic/Theme Segment Ranker

Usability blockers

Usability blockers prevent end-users from extracting full value from Text Analytics.

No minimum sample size

How to spot: Data rows in certain modules do not show any results

Cause: Minimum sample size threshold is set to 0; when sorting data to the most negative impact score, the system lists values with a null impact score value at the top

Resolution: Configure the module's Minimum sample size threshold to 1 or greater; for Emerging... modules, set minimum sample size to 5 or greater

For more information, see

• Sample size
• Minimum sample sizes
• Sample size methodology

Missing click-through report links

How to spot: Links to other reporting dashboards for details on entities or metrics do not appear as expected; this issue is most common with modules outside the Text Analytics reporting tab, and on the Segment Ranker, Other Topics Discussed, and Overlapping Themes submodules on Topic Deep Dive dashboards

Cause: Report links are not configured for dashboard modules

Resolution:

• Enable report links with the Link to report and Link target dropdowns in the module configuration's Visualization section

• Link Topic Deep Dive > Segment Ranker dashboards to Topic Deep Dive, which reloads the dashboard with the segment added

• Link Topic Deep Dive > Other Topics / Themes Discussed to a Responses Feed side panel that is configured for co-occurrence results

For more information, see

• Content for reporting dashboard modules with the Link to report visualization property; for example, TA Topics/Themes Emerging
• Reporting side panels
• Click-through in custom reports

Hard-coded elements

How to spot: Not visible from reporting; must review module configuration settings

Cause: Hard-coding topics or comment fields in module configurations without a good design reason makes maintenance difficult because both topics and comment fields are often added to customer systems. If topics and comment fields are hard-coded, implementing new topics and fields requires more configuration work.

Resolution:

• Set defaults on filters, but avoid hard-coding topics and comment fields

• For custom dashboards and summary pages, set Topic and Theme settings in module configuration, but avoid hard-coding comment fields

Exceptions:

• For Employee Experience programs, comment field hard-coding may be necessary

• Dashboards with narrow use cases like Employee Recognition may benefit from hard-coded topics and fields

For more information, see

• Module-level data filters
• Text Analytics filters

Additional guidance

Scores on different scales

How to spot: Survey programs use different rating scales like 0-5 and 0-10

Recommendation: Combine the Q-fields into a single K-field and specify it as the main score; associate only one customer loyalty question with each comment

For more information, see

• Configuring the impact score
• Rating scale

Impact score labels

Use the Display simplified impact scoring option to assign color thresholds and text labels (e.g., "Terrible" or "Poor") to numerical ranges.

For more information, see content for reporting dashboard modules with the Display simplified impact scoring visualization property; for example, TA Topics/Themes Snapshot.

Custom metrics

Custom metrics such as NPS or Abandonment Rate can be displayed in Text Analytics modules, provided they are configured as standard r-fields.

For more information, see R-fields.