Medallia Mobile

Access Medallia Experience Cloud reports instantly with a smartphone or tablet

Medallia Mobile is a mobile application that makes Medallia Experience Cloud reporting instantly accessible to anyone with a smartphone or a tablet, even frontline users who do not have frequent access to a desktop computer. This app presents a subset of the same reports available to the user on Medallia Web reporting, and provides timely notifications to users which gives them the ability to quickly react to responses.

Reports in Medallia Mobile are role-based, enabling you to extend the same business workflows used in Medallia Web reporting to users' mobile devices.

With Medallia Mobile users can:

  • Review the list of recent responses. When a response needs attention, users can click the response to see the details, including the contact information, scores, and comments. While viewing the response users can take actions such as:

    • Sending the respondent an email.
    • Making a phone call to the user.
    • Forwarding the response to another user for follow-up.
    • Using Case Management to fill out a form when an alert is closed or edited.

  • Receive alert notifications about responses that meet some business criteria, such as a very low score or complaint. While viewing the alert users can:

    • Add a note that is attached to the response.
    • Reassign the alert to a different role, to be resolved by members of that role.
    • Send the respondent an email.

  • Review how a unit or units rank when compared to other units.

  • See satisfaction scores and other performance metrics in a variety of easy-to-use reports.

  • Share reports through their preferred channel.

  • Conduct a root cause analysis.

  • Access other applications, such as:

The app is available for anyone to download. However, to access data users need sign-in credentials and specific permissions, as described in Access Medallia Mobile.

All communications are made using secure and encrypted technology. While data is on the device, it is encrypted. When the user logs out of the app, the data are wiped from the device. For more information, see Mobile application security.

Mobile Hybrid

Medallia Mobile supports a configuration setting called Mobile Hybrid which is enabled by default. With Mobile Hybrid, the Dashboard and Responses tabs include more robust functionality, making them appear and behave like reports in Medallia Web reporting. New functionality includes:

  • Existing dashboards created as the type Mobile Dashboard are automatically rendered as the type Web for Mobile Dashboard, giving them the appearance and usability available with Medallia Alchemy Experience Reporting.

    Important: If you are using Mobile Hybrid mode, all Web reporting modules are displayed in the Dashboard. For more information, see List of report modules.

  • The Responses tab includes new filtering options for Medallia Text Analytics sentiment and Action Intelligence powered by Medallia AI highlighting.

  • The Dashboard and Responses tabs include a full filter control panel, available as a Filter dialog.

  • In individual responses, the layout has separate sections for detailed feedback, the respondent profile, activities taken for the response, and user comments.

Access Medallia Mobile

To use Medallia Mobile, roles need one or more of reporting permissions listed in Reporting permissions. For more information, see:

Restriction: Medallia Mobile does not support user-level permissions.

To access Medallia Mobile, download the app brings users to a sign-in screen. The login credentials are the same as those users enter to access Medallia Web reporting. However, the user's role needs specific permission to access Medallia Experience Cloud through the app.

Supported tablets

Medallia Mobile supports iOS and Android tablet devices letting you view content on larger screens and scroll down less to find information. For example, in this image key metrics are available at a glance:

Key metrics at a glance on an iPad device

Supported sign-in languages

For each user, Medallia Mobile attempts to discover the primary language used on that user's mobile device, and then displays that language automatically on the sign-in screen. The Medallia Mobile sign-in screen can display these languages:

  • Chinese
  • English
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Polish
  • Portuguese
  • Russian
  • Spanish
  • Turkish

Download Medallia Mobile

Medallia Mobile is available on the iOS App Store (iPhone and iPad) and Google Play Store (Android Devices).

Important: China blocks access to the Google Play Store. If your company needs to deploy the Android version of Medallia Mobile in China, complete these steps to configure a direct download of the app:

  1. In Medallia Setup, open the Reporting > Report Helpers > Mobile screen.

  2. Turn on the Enable Medallia Mobile Android Direct Download property, and then click Save.

  3. Shuttle over one of the these Medallia Mobile permissions to expose the direct download link: The Desktop Promotional Page permission or the Desktop Promotional Banner permission.

After completing these steps, when users select Try our Mobile App from their User Settings menu...

Try our Mobile App in the User Settings menu

... the Mobile Promotional screen includes a QR code users can scan to download the Android version of the app:

Mobile Promotional screen with QR code

Deep links are URLs links that take users directly to a specific content of an application. Medallia Mobile supports deep linking when using iOS devices.

On Android devices, the behavior is slightly different due to the way the Android system handles deep links, and depending on the Android version.

  1. First time you tap a deep link, a pop-up shows all supported applications.

  2. Select the application of your preference.

    You are redirected to the URL.

If you are not redirected to the deep link:

  1. Navigate to Settings > Apps > Choose default apps > Opening links, and select Medallia Mobile.

  2. Enable Open supported links property.

    Setting deep links with Android devices

  3. Tap Supported web addresses property, and enable .medallia.com/.medallia.eu or the Medallia, Inc. domain your instance is on.

Notifications tab

For roles with the Subscriptions reporting permission, some Alchemy Experience Reporting report modules include a Bell icon bell. Users tap that bell to create personalized subscriptions, which behave as alerts that are triggered when the rules of the subscription's condition have been met. When a subscriptions is triggered, the user receives a notification. For more detailed information, see Subscriptions and notifications.

Additionally, when a user is mentioned in comments (such as in a Responses Feed module or Responses Form report), that user receives a notification.

In Medallia Mobile, open the Notifications tab to open the notification center.

The Notifications tab in Medallia Mobile

The Notifications tab viewed from an iPad device

For subscription notifications, tap any tile to open the module that triggered that notification. For mention notifications, tap the tile to open the response in the Responses Form report. Click More vertical iconthe tile menu next to a specific tile to mark that notification as read. Click More vertical iconthe tile menu at the top of the screen to:

  • Mark all notifications as read.
  • Open the Subscriptions screen.
  • Open the Settings screen.

The Subscriptions screen lists all of your configured subscriptions. In the Personal Subscriptions section of the screen you can edit and delete your subscriptions. Tap the Time icon clock to specify the time of day and time zone of your subscription frequency. For example, a subscription might be configured with a frequency of every week on Monday. The Time icon clock enables you to control the exact time and time zone of those Monday checks.

In the Mobile Watchlist section of the screen, tap Manage Subscriptions to open the Watching List, which shows the units and unit groups you are watching. For more information, see Menu tab, below.

The Subscriptions screen

For email watchlist notifications, tap the link to open the response in the Responses Form report.

The Settings screen shows which of your devices have push notifications enabled, and enables you to turn those notifications on or off for each device. On this screen you can also configure one or more Do Not Disturb times, during which you receive no notifications. Tap Set Up to open the Do Not Disturb dialog, then specify a Start Time, End Time, and Timezone.

The Settings screen

Customize your Medallia Mobile experience on the Menu tab. For example, you can configure the role used for reports, and whether to receive notifications when alerts are generated.

When you tap the More vertical icon menu, this screen is displayed:

  1. Settings — Tap Settings button Settings to customize your Medallia Mobile experience. For example, you can configure the role used for reports, and whether to receive notifications when alerts are generated.

  2. Application switcher — Allows you to switch to another application within Medallia Experience Cloud without having to sign into that application.

  3. Navigation — Allows you to customize navigation by reordering tabs. For more information on how to reorder tabs, see Medallia Mobile Navigation.

Application switcher

To switch to another application or program, tap one of the tiles from the list of Recent Applications. Tap View All Apps to view the complete list of applications:

For example, in this image the user navigates to View All Apps> Applications> Action Plans:

Example of switching to Action Plans

Settings

Customize your Medallia Mobile experience on the Settings screen.

Settings screen in the Menu tab

In these sections in the Settings screen, you can:

  • User Roles — Configure roles for reports
  • Tabs — Customize Medallia Mobile navigation by reordering tabs.
  • Applications — Switch to another application or program.
  • Settings — Enable notifications.
  • Help & Support — Submit feedback about your experiences with Medallia Mobile. If you encounter an issue, you can contact Medallia Support.

Complete these steps to watch units and enable notifications:

  1. On the Me screen, tap Notifications.

  2. On the Notifications screen, turn on the Notifications property.

  3. In the Watching List tab, tap Add, and then select the units and unit groups for which you want to receive notifications. If you do not select any units or unit groups, you will not receive notifications.

    Use the search bar to quickly locate units and unit groups by name.

    Units and unit groups selected for the Watching List

  4. When you are done selecting units and unit groups, tap the back arrow to return to the Watching List.

  5. Tap any watched unit our unit group in the list to turn on or off the types of notifications you want to receive for that unit or unit group. If you no longer want to include that unit or unit group in your Watching List, tap Delete.

    Notification types for a watched unit

  6. Tap the back arrow to return to the Notifications screen.

  7. Open the Alert Types tab, which lists the alert types assigned to your role.

  8. Turn on or off notifications for any alert type.

    Selected alert types

  9. Tap the back arrow to return to the Me screen.

You can also manage notification settings in Medallia Web reporting. For more information, see Subscriptions and notifications.

Promote Medallia Mobile

Users that have the Desktop Promotional Banner permission see a promotional banner across the top of Medallia Web reporting.

Mobile promotional banner with Get Medallia Mobile 3 button

Note: This banner never appears for internal administrators, even when the capability is specifically granted to an administrator account.

Users that have the Desktop Promotional Page permission can click the banner to open the promotional screen, which provides instructions for downloading and accessing the app. This screen communicates the exact credentials the user needs to authenticate via company, username, and password. These are the same credentials the user enters to access Medallia Web reporting.

Example of the login screen for non-SSO companies

After a user clicks the Medallia Mobile promotional banner in Medallia Web reporting, the banner no longer appears for that user.