Total Experience Profiles
Collections of information about specific individuals or accounts
A Total Experience Profile, also known as a TX Profile, a profile view, or simply a profile, is a collection of information about a single, specific entity, typically a customer of your company. While traditional Medallia Experience Cloud reports provide aggregated data across multiple people, profiles show data and trends for individual people or accounts that have interacted with your company.
There are two types of Total Experience Profile: Customer and Account. Successful use of each type depends on the adoption of Experience programs. Successful use of Account Profiles also depends on Units, Unit types, Hierarchies, and Org hierarchy filtering.
Customer Profiles are collections of information about individual people, and they use Experience Cloud Contact fields in Experience Programs to populate data into TX Profile fields. Feedback signals, like surveys and transcripts, from the same person are merged based on the values of fields configured for identifying a unique contact.
Account Profiles are collections of information about individual organizations, and they use the organization hierarchy and Account Unit Type. Feedback signals in an Account Profile can come from multiple individual humans, such as stakeholders from that account, but they are associated with the same organization.
Access TX Profiles
Access Customer Profiles using links on the Contact List and other reporting modules. For information about what data users can see in a Customer Profile view, see Customer Profile data access.
Access Account Profiles using links on the Account List reporting module. Accessing Account Profiles from other modules is not currently supported. For information about what data users can see in an Account Profile view, see Account Profile data access.
Export profile data
Information shown on the Account List and Contact List dashboards can be exported with the Export Options menu, but that data export may be limited to image or PDF. For bulk profile data export, use Query API to pull profile information.
Configure TX Profiles with the Profile Views screen
Administrators must have the Manage Reports and Controls administrative permission to see the TX Profiles tile in Admin Suite and to configure a Customer Profile.
Administrators must have both the Manage Reports and Controls and Manage Unit Types administrative permissions to configure an Account Profile.
Administrators configure profiles with the Profile Views screen in Admin Suite > TX Profiles.
The Profile Views screen lists all configured profiles. Use Role and Type options to filter displayed profiles. For example, the following image shows Account and Customer Profiles for the InternalAdmin role.
The Assigned to column indicates the roles assigned to each profile. A role can be assigned to no more than one profile of each type.
Click a cell in the Content column to open a list of modules for a profile. Click in that list to open that module for editing. For example, the following image shows the modules list for the Contact Center profile.
Both Customer and Account Profile views can be configured on the same instance. User roles can be assigned to one of each type of profile view, but profile views can be assigned to multiple roles. Although multiple Account unit types may be created, only one can be enabled for TX Profiles per instance.
Aside from data access, configuration for Customer and Account profiles is largely the same: profile and reporting modules generally work the same way, although they display different data.
For information about profile view modules, layout, data fields, and other attributes, see TX Profile structure and modules.
For information about creating and configuring different types of profile view, see Configure an Account Profile view and Configure a Customer Profile view.
