Social Feedback auditing report

Social Feedback auditing report checks the URLs entered for the available company instance units and sources to make sure Medallia Social Feedback is capturing the corresponding feedback and take action when URLs are missing. The report contains two modules:

URL coverage — Lists the URL coverage for the Social Feedback sources enabled in the instance, as well as the number of URLs not found.
Health Check — Provides real-time information about the health of the Social Feedback collection, showing the units with either authentication errors or missing URLs for the sources in the instance.

Note: Previous versions of this report may be using the Social Missing URL Report module instead of Social Feedback Collection Health Check.

Social Feedback Auditing report includes two modules: Social URL coverage and Social Feedback Collection Health check.

URL coverage

URL coverage uses the Social Audit Report module to know the status of the URLs that are being pulled into Medallia Experience Cloud. It shows the total number of units for a company, the active sources that are capturing social feedback, and both the number and percentage of URLs found and not found for each source.

URL coverage percentage may vary depending on the number of sources available and active units, as Social Feedback divides the number of URLs by active units (source URLs/Units).

URL coverage shows the total number of active units for company, the active sources that are capturing social feedback, the number and percentage of URLs found for each source, and the number and percentage of missing URLs for each source.

Collection Health check

Collection Health check uses the Social Feedback Collection Health Check module to provide a status of Social Feedback collection. It shows unit details such as Unit ID, name, and address, as well as the URLs not found (missing) or with authentication errors. Additionally, it allows you to add the missing URLs or authorize them directly from within the module.

Use the filters to select a specific active source, unit, and error type in your company instance to see the details. If needed, under Actions, click either Add URL or Authorize to fix the error and start collecting feedback. In the following example, All Social Sources is selected which reveal four units for Facebook Reviews with authentication error.

Collection Health check show Unit details (Unit ID, Name, and Address), the social source, URL, Error date, Error type, and Actions available to take to fix the errors.

For more information on adding and authorizing URLs, see Configure Social sources. For more information on Social Feedback collection, see Understand Social Feedback data collection.

Restriction: Collection Health check only displays information about Customer Review sources.

Subscribing to the Social Feedback Collection Health check module

Certain Customer Review sources, such as Facebook Reviews, Google, and Trustpilot.com, may use an authorization process to both collect and respond to feedback within Experience Cloud. Subscribing to Collection Health check notifies users if Social Feedback stops collecting reviews when the authorization token expires, if credentials have changed, or any other error that prevents proper collection to take place.

To subscribe to the Social Feedback Collection Health check module, follow these steps:

Confirm the user role has the appropriate permission to subscribe to a module. See Subscriptions and notifications for details.
Click the bell and select Add subscription.
Confirm your subscription by clicking Enable. Note that subscription applies to all units.
If Experience Cloud stops collecting reviews, users receive both an email and a notification in Experience Cloud. Click the badge on to open the Notification center and review the details.

Note: Users authorizing sources from Social Feedback sources are automatically subscribed to Social Feedback Collection Health check.