This document guides you through several possible causes for which a survey record might not appear in reports.

Is the feed file in imported files?

Check Integrations > Imported Files, the corresponding feed file should be listed there, as this page houses all of the files that come into Medallia Experience Cloud via Importers.

Was the feed file successfully processed?

Feed files are processed with an importer. Make sure that the sampling_operation field is set to SEND_INVITES.

View the processing report for the feed file on an Importer. You can download the excel report to see each record individually.

Was the record excluded from sampling?

Check the Status field (e_status) to know the status for the record. For more information, see Survey status (e_status). See a_sampling_result_exclusion_cause and a_sampling_result_exclusion_cause_detail to know if it was excluded for some reason. For example, the record might be in quarantine if another Invitation email was recently sent to this invitee.

Was an Invitation email sent to this invitee?

Check Feedback > Inviting > Sent Emails to see if the email is listed there.

Are there any system errors preventing the record from advancing?

Certain errors can cause records to get stuck before a survey or an email can be generated for it. You can spot these errors in two ways:

• Check for event tickets. These tickets can be seen by an administrator in the event tickets page.

• If an event ticket isn't generated, you can check the invitation's status. To see the status, open the Invitation List report and check the Survey Status column for the invitation. If the status is SURVEY_ENGINE_ONLY, then a survey has been generated and there's a link for it, but an email can't be generated to share it.

  Note: The status SURVEY_ENGINE_ONLY is not always indicative of an issue. These are cases when this status is expected:

  • Anonymous surveys create a record in this state when the survey taker submits the first page. Incomplete anonymous surveys, where the survey taker did not click Finish, remain in this state.
  • When passing SMS-to-web invitations on to a third party. You need to create a survey (which is why you need the Survey engine) but you don’t actually want to send Invitation emails.
  • When Invitation email or IVR surveys are managed and sent by a third party. Similarly, you need to create the links, so Survey engine is involved, but not to actually send the Invitation emails.

The following are some common causes of Experience Cloud errors:

• No distribution setting — Experience Cloud processed a record, but it doesn't meet the conditions of any of the Distribution settings.

• No email — Experience Cloud processed a record and found a setting that matches it, but it couldn't find an email that matches the record's conditions.

• No Reminder email — While in testing phase, make sure you create the Reminder emails that are sent to contacts that haven't answered the survey after a few days. If no Reminder email exists that matches the conditions of the registry, then Experience Cloud will try to generate Reminder emails after a few days and this won't be possible.

• Email errors — The matching email (for either an Invitation or Reminder email) has format errors. For example, all tags must be enclosed by $ signs, if one of these is missing this creates an error.

Note: After fixing the root cause of the problem, you might need to either:

• Delete the records and reprocess the corresponding file(s).
• Update the records status to READY_FOR_BROADCASTER via an importer.

Was the survey taken by the survey taker?

Open the survey link on a browser. You can find the link to the survey in the K-field Survey Troubleshooter.

If navigating from the Medallia network space, you can manually add &debug=spec to the end of the link to open it in debug mode. In this way you can see the survey itself, with all the fields that were completed on it, but without risk of changing anything.

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

Does the user have permission to view this survey?

The roles of the user you are trying to see the record with might not include permission to view the Unit/Unit groups that the record belongs to.