Orchestration

Restriction: This feature is inactive by default. Ask your Medallia expert to file a Feature activation request with Medallia Support.

Medallia Experience Orchestration (MXO) transforms customer engagement by orchestrating personalized journeys across all channels. MXO powers personalized customer journeys and conversations at scale, integrating seamlessly across all online and offline channels.

Experience Cloud Orchestration enables you to define and manage the data to be synchronized with MXO.

Important: To synchronize data successfully, make sure you complete the set up on the Medallia Experience Orchestration (MXO) side before activating the data set.

Use this screen to produce data and calculations for interaction and feedback managed in Medallia Experience Orchestration (MXO) to consume and map data based on minimal configuration.

Define a dataset — a type of Export — identifying the Experience Program, record type (Interaction, Feedback), period filter, frequency, and data fields in Medallia Experience Cloud relevant to MXO.

Once data sets are established, the Experience Cloud instance produces the relevant data fields on the predetermined schedule for each record to a shared S3 destination, allowing MXO to retrieve and process those records.

For information about Experience Cloud Exports, see Export specifications.

To use and access Orchestration, see Accessing Integrations

Orchestration screen

The Orchestration screen allows you to manually configure data sets. This screen lists all of the data sets available for that particular company instance. Data sets are sorted by the date of last data modification and can be filtered by record type and status. Use the search bar at the top of the list to search for a particular data set. For example, if you follow a naming convention for data sets based on their type, search can help you locate those sets more quickly.

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  1. Details pane

  2. Details pane tabs

  3. Search bar

  4. Filters

Details pane

Click a data set to reveal its details pane, which shows the following:

Status
Status of the data set. Status can be:

  • Active — Data sets are processed and Experience Cloud records are exported. Sets run at the time they are scheduled.

  • Activating — Activating a data set is an asynchronous process, so the set has this status until it is active.

  • Inactive — Inactive data sets are not processed, no data is exported, no action is performed.

Record type
Type of record or experience program event. These types can be:

  • Interaction

  • Feedback

Time period
Only shown when the frequency is "once". Period used to collect the data based on the processing timestamp.
Time field
Standard or custom time field defined to identify the time range to apply to records during export.
Frequency
Export frequency (once, hourly, daily, weekly, and monthly ) and start time, time, and timezone of the data set processing.
Fields
Data fields in Experience Cloud relevant to MXO included in the data set.

Create and activate data sets

To create a data set, complete the following steps:

  1. Click New data Sets in the top right corner of the Orchestration screen.

  2. On the General settings section:

    1. Enter a name and a brief description for the data set.

    2. Select a Record type for the data set, which determines whether MXO creates a new interaction or updates an existing one. Possible values are:

      • Interaction — MXO creates a new interaction for this data set.

      • Feedback — MXO updates an existing interaction.

    3. On Time field select:

      • Creation date (e_creationdate) — Date when the survey was created.

      • Response date (e_responsedate) — Date when the survey taker "finished" sending feedback.

        Restriction: On new records, the time field for Interaction record types is set to Creation date and Response date for Feedback data types.

      • Text analytics completion date (e_ta_completed_date) — Date when Text Analytics completed processing.

        For information about these fields, see E-fields.

    4. Define the data set export frequency, which can be:

      • Once — Select the timeperiod from which to export the data records, such as yesterday, current month, or last week.

      • Hourly — Select the time of day, and timezone. The time of day ranges from 12 a.m. (midnight) to 11 p.m.

      • Daily — Select the time of day, and timezone. The time of day ranges from 12 a.m. (midnight) to 11 p.m.

      • Weekly — Select the day of the week, the time of day, and timezone. The time of day ranges from 12 a.m. (midnight) to 11 p.m.

      • Monthly — Select the day of the month, the time of day, and timezone. The time of day ranges from 12 a.m. (midnight) to 11 p.m.

        Important: For all data definitions based on a schedule (e.g., hourly, daily, weekly), Experience Cloud uses the Use Export Since setting in Export specifications, which only includes data records added since the last time this export specification was run.

  3. Click Continue.

  4. On the Data set section:

    1. Click Add fields and choose a field from the Select Field list. Start typing the name to see all fields that contain your text.

      Screen capture showing Select Fields list

      Use the filters on the right side of the list to find the fields to include in the export.

    2. Click Select.

    3. Once you select all the fields you need to include in the export, click Add conditions to refine the data set by adding rules to the data filter.

      Create as many conditions as needed for your custom data set.

      Screen capture showing conditions to create a custom data set

      For information about creating conditions, including correct syntax, see Logic, rules, and conditions.

    4. Click Done.

  5. Next, click Save.

  6. Click Activate in the top right corner of the screen.

  7. In the confirmation dialog, click Activate to start running the data synchronization process automatically.

Manage data sets

To manage a data set, click Edit on the Orchestration screen and modify data sets parameters.

File format

The file format (ZIP) sent by Experience Cloud contains multiple data files in AVRO (*.avro) format, representing the dataset and field metadata and the data rows that match the export filter.

Export history

Export history shows the processing history of the Experience Cloud data set export.

To access the Export history report, go to the Orchestration screen and click Export history in the details pane.

Export history screen lists all connector runs during the last 30 days and shows their status

The report shows the export history for the last 30 days, including:

  • Date and time

  • Number of records

  • Status

    • Complete

    • Processing

    • Failed

  • Detailed message if available

By default, the list is shown in reverse chronological order, i.e., newest to oldest runs.