Event fields

Event fields (previously known as E-fields) describe either the actual interaction to measure, or they track various aspects of a record as it moves through Medallia Experience Cloud.

The interaction information usually comes as part of an imported file into Experience Cloud. This file may contain data to use in feedback collection, such as ID of the Unit associated with the event, information about the potential respondents, etc., or it may be feedback data you brought in from other sources. Record tracking information is generated by Experience Cloud as records move through different stages.

Important: In general, use existing Experience Cloud Event fields whenever possible. However, you might need to create your own Event fields to accommodate any custom data that does not fall into any existing field or if you require them for additional tracking purposes.

To create Event fields, see Create and manage fields.

Default Event fields

Experience Cloud comes with several Event fields, such as:

Accepted for reporting on date

Timestamp when the survey was last accepted for reporting. Unlike e_initialfinishdate (Initial finish date), this value can change due to automatic processing on the record. This field is updated any time Experience Cloud automatically sets or changes e_status to COMPLETED, such as after auto exclusion, alert processing, and text indexing.

Warning: This field value can be set in the imported file, but the value gets reset between the COMPLETION_PENDING and COMPLETED Survey status (e_status) states. However, if a record is imported already in the COMPLETED state (possibly as an external survey), the value is not changed.

Bounce category

Reason why an email was not delivered (bounced) as reported to the Broadcaster by an external mail system. Options include:

No bounce (0) — Email is delivered. This could be a recipient reply, or a bounce response that is not recognized. Sets the Survey status field to Delivered.
Hard bounce (1) — Generally indicates a permanent reason that the email cannot be delivered.

For example, 550 User Unknown.
Soft bounce — Indicates a temporary delivery issue, such as:
- General bounce (2) — The email server is temporarily unable to deliver the message to the recipient email address. For example, Connection timed out.
- DNS failure (3) — The email server is temporarily unable to deliver the message to the recipient email address because of a DNS problem. For example, Host is unreachable.
- Mailbox full (4) — The email server is temporarily unable to deliver the message to the recipient email address because the recipient's email box is full. For example, Mailbox over quota.
- Message is too large (5) — The email server could not deliver the message to the recipient because the message size is too large. For example, Exceeded maximum inbound message size.
Bounce with no email address (6) — The message was a bounce, but it could not resolve the original email recipient email address.
General bounce (7) — The email server could not deliver the email message, but the bounce message was unclear as to what kind of bounce it was. Most systems treat these as soft bounces. For example, Subject: Undeliverable mail.
Mail block — Indicates mail blocking issues, such as:
- General (8) — The recipient's email server is blocking email from Medallia email server. For example, 550 Message REFUSED by peer.
- Known spammer (9) — The recipient's email server is blocking email from the Medallia email server because it believes it to be a known spammer. For example, REJECT Known SPAM source.
- Spam detected (10) — The recipient's email server is blocking email from the Medallia email server because the message appears to have content that looks like spam. For example, 550 Possible spam detected.
- Attachment detected (11) — The recipient's email server is blocking email from the Medallia email server because the email message contained an attachment. For example, 552 Disapproved attachment.
- Relay denied (12) — The recipient's email server is blocking email from the Medallia email server. For example, 551 relaying denied.
Auto reply (13) — An automatic response from the recipient. For example, Out Of Office, and Vacation Message. Sets the Survey status field to DELIVERED_NO_REMINDER (14).

Important: A "bounce" is any successful delivery that later caused an automatic response. Out-of-office emails aren't a true bounce because recipients receive a message when they next check their mail. However, Experience Cloud still counts this situation as a bounce, and therefore does not send a Reminder email.
Transient bounce (14) — The email server cannot temporarily deliver the message, but it is still trying. For example, Warning: message still undelivered after 4 hours. Will keep trying until message is 2 days old.
Subscribe request (15) — Someone is requesting to be added to the opt-in email list. Sets the Survey status field to Delivered.
Unsubscribe request (16) — Recipient is requesting to be removed from future email from the company. Sets the Survey status field to Delivered.
Challenge response (17) — The message is not delivered until a human responds to the response message. Challenge-Response email systems were created as a reaction to the increasing circulation of spam. Dubbed as a 100% effective solution to stopping spam from ever reaching users' inboxes. Challenge-Response systems like EarthLink SpamBlocker and SpamArrest, among others, require human intervention for an email message to reach its intended recipient. In short, a Challenge-Response message is an automatic response from the recipient, requesting that the sender confirm a real person is sending the message. Generally, confirmation is completed manually by clicking on a hyperlink within the Challenge-Response message itself.
Broadcaster bounce (18) — Email bounced as it is not compliant with internal validations and therefore may potentially be considered as spam. Unless otherwise noted in the Description, each of these bounce reasons set Survey status field to Delivery_Bounced. When a bounce happens, the status of the bounce is appended to the value of the Invitation status (a_invitation_status) field, which is a description of the invitation status. For example, the field value might say Delivery bounced (Soft bounce dns failure). Later, if the survey status changes, such as to Completed, the bounce state is not included.

Bounce category - Resend invitation

Bounce status of resent Invitation emails. This field only contains a value when the latest invitation-resend resulted in a bounce, then the value is the bounce category (same codes as Bounce category).

Use this field to determine when resent invitations bounce. For example:


Step	Action	Status	Bounced category	Bounce category - Resend invitation
1	Invitation email bounced	DELIVERY_BOUNCED	Bounce code	null
2	Invitation email re-sent and bounced again	INVITATION_RESENT	Bounce code	Bounce code
3	Invitation email re-sent and delivered	INVITATION_RESENT	Bounce code	null

Creation date

Date and time when the record was created in Experience Cloud database. For Personalized surveys, this is the time just before the record goes to Sampling. For Anonymous surveys, it happens after the first page is submitted. For Action Plans operations, this field indicates the date when the action plan was created. Note this field is used for invitation statistics.

Delivered on date

Date and time when the Invitation email was sent, that is, when the Invitation email was passed to the SMTP (mail) server for delivery. It is null if no invitation was sent.

Event timestamp

The value of the Timestamp attribute of the Event schema.

Event type

The type of event implemented by this record Event schema (if any).

Expiration date

Date and time when the survey expires (or null if it does not). Survey takers that try to open a survey that has expired get an error message telling them the survey is no longer available.

The expiration date is set when creating the Invitation email. When the expiration setting for the Invitation email is a Expire after a time delay, the expiration time is relative to the time when the record is created (Creation date). If later the record is updated, the expiration time is calculated relative to the existing Expiration date. Attempting to update a record with an initial expiration timestamp after the actual expiration time has expired will return an error. You can avoid this issue by setting the expiration time to a Specific Time.

Initial finish date

Timestamp when the survey was first accepted for reporting; usually happens after testing for alerts. Once set, this value never changes, unlike e_accepteddate (Accepted for reporting on date) which can change.

Last updated

Date and time when there is a meaningful and functional change to a record, including (but not limited to):

Updating Event and Feedback fields.
Running the record through an Importer (even when the are no changes to the record).
Mapping to a System field.
Saving a Case Form.
Adding a note.
Transitioning an Alert.

Opt out

Whether or not an invitee has opted out of future surveys from this company.

Record creation date

Date and time when a record has been fully processed after creation, and is now ready for Sampling. It can be exported if not associated with a survey).

Reminded on date

Date and time when an email reminder was (last) passed to the SMTP (mail) server for delivery, based on Delivered on date field. If there were multiple reminders, this is the time of the last one. Value is null when reminders are not configured, the reminder has not been delivered, or the survey was completed before the reminder was sent.

Response date

Date and time when the survey taker finished the survey.

Sampling Quarantine mode

Always set to Yes. It bypasses the Sampling filters and Quarantine rules for Ad Hoc surveys. For more information, see Invitation analysis.

Status

Indicates what state the record is in within Experience Cloud, such as waiting for the survey taker to take the survey, survey completed, and waiting for sampling. For Action plans, always set the status to 1. For more information, see Survey status (e_status).

Survey method

Type of survey, including personalized, anonymous, telephone, etc. Options include:

Stats — Static report.
Web survey — Default value. Personalized invitation survey.
Comment card
Phone
Email
Mail — Postal mail.
Feedless — Anonymous survey.
Social media — Social media record.

Survey reminder status

Whether or not a Reminder email has been sent.

Source of this survey

How the survey record entered Experience Cloud. Options include:

Invited — Personalized survey.
Feedless — Anonymous survey.
External — External survey.
Not sampled — Default status before going through a Sampling process.

Survey type

Type of information stored in a record. By default, Experience Cloud store survey results, as well as additional non-survey information for efficiency and reporting purposes. Options include:

Survey — Default record.
Static report — Internal use.
Unit metric — Values tied to a specific Unit representing Unit information, such as financial or Medallia Social Feedback information.
Feed file processing report — A processing report generated after an Import file is processed.
Quota management report — A report when Sampling runs and quota rules are enabled for a specific Unit.
User activity — End-user activity information, such as screen views.
Survey export stats — Survey export statistics.
Omni Exporter stats — Omni Exporter statistics.
SSO event stats — Single-sign on statistics.
Action plan — Action plan record.

Text Analytics eligible date

Date and time when the record is marked for Text Analytics processing for the first time (that is, when Experience Cloud determines a survey needs to be processed by Text Analytics). In most cases, this happens when the Automatic Tagging Enabled property (on the Reporting > Text Processing > Topic & Theme Tagging > Settings screen in Medallia Setup) is on, and record's Survey status field is set to COMPLETION_PENDING or COMPLETED. This value does not change if Text Analytics reanalyzes the record; it is never reset or unset.

In some cases, this field is given a date and time even when the record is not marked for Text Analytics processing. Whenever this occurs, Text Analytics completed date field is given the same date and time. Experience Cloud issues this date and time when the survey status changes from COMPLETION_PENDING to COMPLETED and one of the following conditions is true:

Automatic tagging is not enabled.
Automatic tagging is enabled, SurveyType=SURVEY, and no comments in the survey fields are marked for Text Analytics processing.

Note: This field is created by Text Analytics to gather internal statistics and can be used in Reports or Exports.

Text Analytics completed date

Timestamp of when the Text Analytics engine is finished with the survey — even when Text Analytics is disabled for the company. This happens some time after the Survey status (e_status) field is set to COMPLETION_PENDING, and can be before or after the Accepted for reporting on date timestamp.

This value does not change if the engine re-analyzes the record.

When a record is processed for Text Analytics, the process that transitions Survey status from COMPLETION_PENDING to COMPLETED waits for Text Analytics processing to complete, and sets the datetime value for Text Analytics completed date to the current time.

Note: Auto-completed records without any comments do not go through the processing phase that changes the value of Survey status (e_status) from COMPLETION_PENDING to COMPLETED. Because there are no comments, the records do not undergo Text Analytics processing. As a result, the value of Text Analytics completed date (e_ta_completed_date) is null for auto-completed records with no comments. When configuring recurring report exports, filtering data by Text Analytics completed date (e_ta_completed_date) may result in unintentional record exclusions in the exported report.

Unit ID

Unit associated with the event. It is required for Experience programs.

Speech Event fields

The following fields are used to record information associated with Medallia Speech processing:

e_agent_raw_emotion

Acoustic emotion values (Angry, Neutral, or Happy) for the agent side

e_connector_accept_time

The time at which the connector discovered a file and began processing

e_connector_poll_start_time

The time at which the connector began polling for new jobs

e_customer_raw_emotion

Acoustic emotion values (Angry, Neutral, or Happy) for the customer side

e_media_agent_music_score

The music confidence score (between -1 and 1) of the utterance on the agent side

A negative value indicates that the utterance is not music, and a positive indicates that it is. A value closer to -1 or 1 implies greater confidence.

e_media_agent_music_seconds

The number of seconds that an utterance classified as music lasted on the agent side

e_media_agent_music_time_percentage

The percentage of audio time that an utterance classified as music lasted on the agent side

e_media_agent_music_utterances_percentage

The percentage of utterances that were classified as music on the agent side

e_media_agent_music_utterances

The number of utterances classified as music on the agent side

e_media_asr_done_date

Date and time the utterance transcription was completed by the speech-to-text engine

e_media_asr_model

The model that decoded the utterance

e_media_asr_receive_date

Date and time the utterance was received by the speech-to-text engine

e_media_asr_request_id

Unique ID generated when a file or batch of files is first uploaded to the speech-to-text engine for processing

e_media_asr_sentiment

Utterance-level linguistic sentiment value:

Positive
Mostly Positive
Neutral (contains no Positive or Negative in the file)
Mostly Negative
Negative
Mixed (contains both Positive and Negative in the file)

Sentiment values are derived from the ratio of positive to negative classifications.

e_media_asr_version

Version number of the automatic speech recognition server being used

e_media_customer_music_score

The music confidence score (between -1 and 1) of the utterance on the customer side

A negative value indicates that the utterance is not music, and a positive indicates that it is. A value closer to -1 or 1 implies greater confidence.

e_media_customer_music_seconds

The number of seconds that an utterance classified as music lasted on the customer side

e_media_customer_music_time_percentage

The percentage of audio time that an utterance classified as music lasted on the customer side

e_media_customer_music_utterances_percentage

The percentage of utterances that were classified as music on the customer side

e_media_customer_music_utterances

The number of utterances classified as music on the customer side

e_media_diarization_score

Indicates the system's level of confidence that it correctly classified detected speech into individual channels

The confidence level is expressed as a range between 0 and 1, where 1 indicates the best speaker separation.

e_media_num_channels

Number of channels in the audio file (unless diarization is set to "true", in which case a single channel is separated into two)

e_media_num_substitutions

The number of substitutions applied

e_media_overall_confidence

A measure of how confident the speech recognition system was in its transcription results, between 0 and 1

e_media_overall_emotion

Describes the emotion trend detected in decoded speech, calculated based on utterance-level emotion throughout the transcript

Emotional intelligence consists of both acoustic and linguistic information. Each channel can be given the following values:

Positive
Improving
Neutral
Negative
Worsening

The emotion detected toward the end of a call is compared to the emotion detected closer to the beginning. The emotion value describes what the speaker's emotion was, or how speaker emotion changed in transcribed audio.

e_media_overall_music_score

The music confidence score (between -1 and 1) of the utterance on the customer and agent side combined

A negative value indicates that the utterance is not music, and a positive indicates that it is. A value closer to -1 or 1 implies greater confidence.

e_media_overall_music_seconds

The number of seconds that an utterance classified as music lasted on the customer and agent side combined

e_media_overall_music_time_percentage

The percentage of audio time that an utterance classified as music lasted on the customer and agent side combined

e_media_overall_music_utterances_percentage

The percentage of utterances that were classified as music on the customer and agent side combined

e_media_overall_music_utterances

The number of utterances classified as music on the customer and agent side combined

e_media_overall_num_negative_sentiments

The number of negative phrases detected

e_media_overall_num_positive_sentiments

The number of positive phrases detected

e_media_processing_asr_end_date

Date and time the stream ended

e_media_processing_asr_start_date

Date and time the stream began

e_media_raw_emotion

Acoustic emotion values (Angry, Neutral, or Happy)

e_speech_accept_time

The time at which the Speech API received the request to process the file

e_speech_completed_time

The time at which the file is either uploaded to Experience Cloud successfully, or when the job enters the final error state and is no longer eligible for automatic retries

e_speech_success

If TRUE, the job was successful, processing is complete, and there is no further action to be taken. If FALSE, the job was not successful or is still in progress.