Configure the Social reporting app

The Social reporting app, also known as Social Dashboards, can be available to any instance that has Medallia Social Feedback enabled.

Consider installing the Social reporting app for:

  • Companies with a Medallia Experience Cloud implementation that are setting up Social Feedback for the first time.

  • Companies with an existing Social Feedback implementation that are in need of a report upgrade.

For more information, see Social Feedback reports.

App installation

Before you request the app installation, verify that the program meets the requirements set in Advanced Social Feedback configuration.

To request the app installation, contact your Medallia expert.

Configure the Generic Social reporting app

All apps (including Social Feedback reporting app) are installed by the Medallia Solutions Architecture team, but you are required to complete certain steps after an app is installed.
Note: Most of the steps in this process can be completed independently of the other steps. If you encounter an issue and seek help from your Medallia expert, while waiting to resolve the issue proceed with other steps unless instructed otherwise.

To configure the Generic Social reporting app after it is installed:

  1. Configure Dashboards, Responses, Satisfaction and Text Analytics reports.

  2. Configure Text Analytics for Social Media data.

    1. If Medallia Text Analytics is not enabled on the instance, remove all Text Analytics modules in the Overview (Corp) dashboard.

    2. The tag pool name used in Custom modules (based on AA2 templates) may need to be updated to the local tag name used on the instance.

  3. If any cross-channel or touchpoint report exists on the home dashboards for frontline or corporate roles, add a data series or module for Social that will link to the social overview tabs installed by the app.

  4. Multiple reports in this app rely on Benchmark Timeperiod. Benchmark timeperiods are assigned to an individual timeperiod in Reporting > Report Helpers > Time > Timeperiods. Ensure you assign benchmark timeperiods for all entries associated with the roles you would like to assign to the new social dashboards.

    Benchmark timeperiod property on Timeperiods screen.

  5. Navigate to Admin Suite Reports and filter to the Social Test Role to view the new dashboards. They should be located under the last navigation tab named Social.

  6. In the Overview (Frontline) dashboard:

    1. Remove (Frontline) from the dashboard name.

    2. Update the What are my customers talking about in social channels? section header to link to the Responses Filter tab.

    3. Update the How is my online reputation? section header to link to the Satisfaction Table tab (if exposed).

    4. Update the How do I rank compared to other properties? section header to link to the Ranker Table tab (if exposed).

    5. By default, the Rank in Region custom module (Location Rank AA2) is using ignore user permissions to expand data access. If the Frontline role has a relevant permission context to apply here for their region or some other Unit group, update this module to refer to that permission context. 

      Overview dashboard for Frontline role.

  7. In the Overview (Corp) dashboard:


    1. Remove (Corp) from the dashboard name.

    2. Update the How is my online reputation? section header to link to the Satisfaction Table tab (if exposed, can also link to responses).

    3. Update the What are my customers talking about in social channels? section header to link to the Text Analytics tab.

    4. Update the How am I influencing my online reputation? section header to link to the Resolve tab (if exposed or any outer loop reporting on Management response).

    5. Update the Who are the top performers on social channels? section header to link to the Ranker Table tab (if exposed).

    6. Update the Who are the top performers on social channels? section header to link to the Ranker Table tab (if exposed).

    7. Make sure you are using Medallia Alchemy Experience Reporting version for Big Number to display correctly. Otherwise, work with your Medallia expert to set its Visualization type from Standard to Custom visualization from the Advanced Analytics screen in Setup.

      Overview dashboard for Corporate role.

  8. Adjust any key metrics or calculations on the dashboards themselves based on client preferences, taking into account the:

    1. Custom Rival lists cannot be referenced in custom module reports.

    2. There is no ability to toggle between Nearby Rivals lists and STR Rival lists using a filter.

Restriction: Social media records do not support Dev cycle field for data access.