Connector troubleshooting guide

When your connector fails to run, verify these factors to check if a common configuration issue has occurred:

Note: Medallia Experience Cloud is not in charge of the APIs provided by these platforms and cannot do troubleshooting on the platform side.

SFTP and S3 connectors

  1. Credential validity — Make sure the credentials are valid, even if the credentials were validated already, they can become stale after some time. To check validity, go to the Credentials screen, select the credentials and click Test.

  2. File creation dates — Verify that the timestamp of created files is within the period defined for the connector schedule. Old files do not get picked up.

  3. File format — Ensure the file format of the metadata file is CSV ASCII or UTF-8.

  4. Audio file linkage — Check the metadata file and ensure that all records have a column with valid audio file names that exist in the directory.

  5. Unit linkage — For unit linkage, check that unit IDs or unit data fields exist in the instance's Org hierarchy.

  6. Audio file integrity — Analyze audio files to make sure they are not encrypted or corrupted. If they are, records are ingested but their status is NO-SURVEY-ENGINE.

Speech API connector

  1. Connector linkage — Verify that connector_id is part of the payload. Not having this parameter in the payload means you are pushing data to the Speech API as is without having a connector to receive and map the custom metadata.

  2. Audio file linkage — Check the metadata file and ensure that all records have a column with valid audio file names that exist in the directory.

  3. Unit linkage — Ensure either that unit_identifier is part of the payload and refers to a valid unit ID in the Experience Cloud instance or that a custom parameter is being used for the unit mapping in the connector. If not, then the ingested record is tied to Unit Pending.

  4. Audio file integrity — Analyze audio files to make sure they are not encrypted or corrupted. If they are, records are ingested but their status is NO-SURVEY-ENGINE.

NICE inContact connector (Central and UserHub)

  1. Credential validity — Make sure the credentials are valid, even if the credentials were validated already, they can become stale after some time. To check validity, go to the Credentials screen, select the credentials and click Test.

    Warning: Only NICE CXOne credentials will work after Summer 2023. All other NICE credential types will be deprecated.

  2. API user permissions — If records are not being ingested, it is possible that the API user does not have the right permissions. When doing a contact or recording query, check to see if the API responds with a HTTP error code 403 (permissions check).

  3. Contact query — Query the completed contacts API to see what records are being returned by NICE.

  4. Signal content — Check the audio, chat, or email transcript API to see if there are any issues with data download.

  5. Unit linkage — Ensure that unit IDs or unit data fields exist in the instance's Org hierarchy and that there are no issues with formula transformations.

For details about NICE inContact APIs consumed by these connectors, see the Reporting API documentation and the Admin API documentation.

Genesys PureCloud connector

  1. Credential validity — Make sure the credentials are valid, even if the credentials were validated already, they can become stale after some time. To check validity, go to the Credentials screen, select the credentials and click Test.

  2. API user permissions — If records are not being ingested, it is possible that the API user does not have the right permissions. When doing a contact or recording query, check to see if the API responds with a HTTP error code 403 (permissions check).

  3. Contact query — Query the completed contacts API to see what records are being returned by Genesys.

  4. Signal content — Check the Recording API to see if there are any issues with data download.

  5. Unit linkage — Ensure that unit IDs or unit data fields exist in the instance's Org hierarchy and that there are no issues with formula transformations.

For details about Genesys PureCloud APIs consumed by these connectors, see the Conversations APIs documentation.

Red Box

Red Box pushes a JSON file to Medallia Media File Transfer (MMFT) bucket along with an audio file. Check that, with each implementation, Red Box provides the connector ID so that the right instance picks up the metadata files.

Tip: Unlike with other connectors, metadata and audio files can arrive in any order.