Enable segmentation for TX Profiles

To use segmentation with TX Profiles, a user's role must have the Create Profile Segments reporting permission, and the feature must be enabled on the Medallia Experience Cloud instance. This enablement requires Elasticsearch to be enabled on the Experience Cloud instance.

Postgres is not supported. Users on instances with Postgres enabled who begin using TX Profiles after support was deprecated can view individual contact profiles through the feedback list, but they may experience errors when attempting to view the full contact list or when attempting any segmentation-related tasks.

To resolve these errors and use TX Profiles, submit a Feature Activation Request through the Medallia Support site.

1. Access Medallia Support via https://help.medallia.com.

2. On the navigation header, select Help > Create a Case.

   The Create a Case screen appears.

3. On the Create a Case screen, select Configure Application Settings. The Support Catalog screen appears with Application Settings selected in the Category dropdown.

4. Select Activate a Medallia Feature. A case creation form appears.

5. In the Company URL field, provide the URL for your company's Experience Cloud instance.

6. In the Subject field, enter Segmentation Capability for TX Profiles.

7. In the Description field, list any additional URLs for production and sandbox environments that need to have the feature activated.

8. In the Product Area field, select [MEC] Total Experience Profiles.

9. Click Submit.

Please allow 2 to 4 weeks for enablement. Once this feature is available, enable the Create Profile Segments reporting permission for all roles that need to use segmentation.

Rules

Each profile segment is a collection of rule conditions organized in blocks. Each condition block has a type, based on the profile fields configured on your instance:

• Contact — Fields that, collectively, define a record of each contact (such as the person's First Name, Last Name, Phone Number, and so on), and Unit fields categorized as Contact fields or Events/feedback category fields.
• Event/Feedback — Event category fields are those related to the interaction between the contact and your company (such as Response Date, Contact Method, and Language). Feedback category fields are those containing response feedback from your contacts (such as Satisfaction with Brand, Likelihood to Recommend, and so on.) You can also create segments using unit groups categorized as event or feedback fields as a filter criteria.

For more information, see Program fields.

Operators in profile segments

Conditions blocks are connected by AND/OR operators. For example, if a profile segment has two condition blocks connected by an AND operator, the list returns only the records that resolve as Yes (true) for both blocks. If those two rules were joined by an OR operator, the list would return records that resolve as Yes (true) for either of the blocks.

Within each block, you define one or more conditions, which are treated as joined by AND operators within the block.

For example, the following image shows three conditions in a block. In this example, the block resolves as Yes (true) only for records with a Country field of Brazil, Customer Tiers other than Tier 1, and with any value in the Email field.

Within the Event/Feedback condition blocks, you can define if All records for a contact should match that criteria or Any record. If you use All, records must meet every specified condition to be considered a match. If you use Any, a record that meets one or more conditions is considered a match.

Experience programs in profile segments

In Event/Feedback condition blocks, you can make your criteria applicable to all programs on your instance (the default behavior), or limit the rule to one or more programs. The conditions in the block apply to the response records provided by your contacts in the programs you select. In the example below, the block resolves as true for any record with a Contact Method of Email, a Language other than English, and with a Response Date after May 1:

Units and unit groups in profile segments

You can create profile segments using units, categorized as Contact fields or Events/Feedback fields, and unit groups categorized as events/feedback fields. For example, the following image shows a profile segment where the contact block resolves as Yes (true) for the list of contact agents belonging to the Contact Agent Unit and also belonging to the Foundations in Australia unit group.

Action Intelligence in profile segments

If your company is using Action Intelligence powered by Medallia AI, you can also define insights as conditions. For example, you might want to add conditions for Attention Needed or Topics Mentioned. For more information, see Action Intelligence.

As part of an event/feedback condition block, define a calculation that must be met for the block to resolve as Yes (true). For example, you might want to see only contacts that have provided more than one feedback record matching the other Event/Feedback criteria. If you do not define a calculation, one is added by default when you save (Count greater than 0).

Groups of condition blocks

If you add more than one condition block to a profile segment, you have the opportunity to group selected blocks. A group is resolved as true or false as a singular entity. For example, you might group two blocks joined by an OR operator. That group would resolve as Yes (true) if either block in the group were true. A group is represented visually by a grey box surrounding the group's rules. For example, the following image shows a group that resolves as true if the Country field for the contact is either Brazil or Argentina.

To create a group, click Create Group, select the rules you want in the group, and then click Group.

Saving and running profile segments

Saving a profile segment makes it available for editing later. Saved segments are user-based, and are not shared with other users. A saved profile segment does not affect the data seen in the Contact List module until you run the list. Click Save to save your progress without running processing.

Running a profile segment initiates the processing of all records to find those that match the rules you defined. Depending on the number of records you have, this processing can take a few minutes to several hours. Run a filtered contact list only when you are certain that you have created the rules correctly. To run a list, either click Save & Run when the list is open for editing, or click Run next to the list in the dropdown, as shown in the following image:

Running a profile segment makes a snapshot of the data. After a segment has been run, when you select it from the dropdown, the Contact List module updates quickly because record processing has already completed.

Re-running a profile segment updates its snapshot, but doing so takes approximately the same amount of time to process as the initial run. For this reason, re-run profile segments only when you have updated the rules of your list, or when you know your company has new contacts that might be included in your list.

Copying profile segments

Consider copying complex segments when you need to create a segment that has similar rules as an existing one. In the dropdown, click Copy next to the segment you want to copy:

Copying a segment opens the copy for editing. Provide a new Profile Segment Name, and then adjust rules as needed before saving. Copying a segment copies only its rules. You must run your new segment to create its snapshot of data.

Deleting profile segments

Click Delete to delete a segment. If you have not yet run the segment, a dialog asks you to confirm the deletion. If you have already run the segment, you are presented with a dialog that enables you to choose what is deleted only the segment's data, or both its data and its definition (rules):

Consider deleting only a segment's data when you need to conserve space on your instance. For example, you might decide to use a segment only as a template for creating other segments (through the copy function), in which case its data is not longer needed.

Quick access filters

The top of the module includes a Quick Access section, which lists up to five saved profile segments. Click a tile to refresh the table per that profile segment.

This section always includes profile segments for Last 30 days Responders and Last 30 days Non Responders. If your company is using Action Intelligence powered by Medallia AI, the section can also includes tiles for Customers with High Efforts and Attention Needed. You cannot delete these four filtered customer lists, but you can make copies or create new profile segments, as described above. Additionally, the Quick Access section includes your three most recently saved profile segments.

Initially, each Quick Access tile shows a value of 0 because the filter associated with that tile has not ben run. To run the filter, click the tile, and then click Run under the Profile Segment dropdown.

Examples of key use cases

You can also create new profile segments for the following key use cases:

• Frequent respondents

• New respondents

• Promoters who turned into detractors

Frequent respondents

Here is an example on how to create a new profile segment to show how many respondents respond to more than 5 surveys:

Then, navigate to Quick Access filters, select the profile segment, and run it for a Quick Access tile.

New Respondents

Here is an example on how to create a new profile segment to show new respondents who respond to surveys after November 2022:

Then, navigate to Quick Access filters, select the profile segment, and run it for a Quick Access tile.

Promoters turning to detractors

Here is an example on how to create a new profile segment to show respondents who used to be promoters before December 2022 and turned to Detractors during or after December 2022:

Then, navigate to Quick Access filters, select the profile segment, and run it for a Quick Access tile.