Feedback tab
The Feedback tab shows a list of the most recent responses. Tap a response to see detailed information about the feedback and the respondent, and to take action when necessary. For more information, see Responses reports.
Filters and controls
Most reports have a Control panel at the top of the screen that allows users to filter and organize the data shown in their reports. For more information, see Filters and control panels.
The Feedback tab includes these filters and controls:
New response indicator — Indicates that there are new response records available. This message remains for 10 seconds approximately. Tap Refresh to make these records appear in the list of records.
Restriction: This feature is inactive by default. Ask your Medallia expert to file a Feature activation request with Medallia Support.Filters — Tap to open the filters dialog which enables you to filter which responses are displayed in the list.
Preset filters and control text highlighting — A series of dropdowns at the top of the list enables you to manage the list of responses:
Statuses — Tap to filter the list by alert status.
Tags — If your company is using Enhances Responses, tap to filter the list by tags, such as stars. See below for more information.
Highlight — If your company is using Text Analytics or Action Intelligence, tap to highlight text in comments for Suggestions, Sentiment, Effort, or Recognition. For more information, see Action Intelligence.
Sentiments — If your company is using Text Analytics, tap to filter the list by one or more specific sentiments in comments. Green indicates positive sentiment, while red indicates negative sentiment. For more information, see Configuring sentiment.
Original Language — If comments have been translated, tap to show comments in their original language.
Number of notifications and notification indicator — Indicates the number of new received notifications.
Response detail
Tapping a response in the list opens that response in the Feedback tab, which shows detailed information for that response.
Embedded video and audio feedback
If your company is using Medallia Video or Medallia Speech, turn on the Display media collected from survey property in the Responses Form report to embed the media and its transcription in the response.
Enhanced Response stars
If Enhanced Responses is enabled on your Experience Cloud instance, stars are available in the Responses tab. Stars help users better organize feedback by providing the ability to mark specific responses with a star, and then to filter the list of responses by how responses were marked. Starring survey responses is user-specific, so stars added by one user are not seen by other users. To mark a response with a star, users tap the star, and then select the icon they want to show for that response.
For more information, see Enhanced responses.
Like responses
Roles with the View and Use Community Likes Medallia Mobile permission can tab Like for a response.
Respond
In the response detail view, tap Respond to open a menu for methods of contacting the respondent. For example, in this image, users can contact the respondent by email (using an email template) or by phone.
If responding by email, select from the available responses. After selecting a response, compose the message, and then click Send. For more information, see Compose a response.
More actions
More Actions open a menu of options they can perform for that response.
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Action plan — Creates an Action plan. Fore more information, see Action plans.
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Assign/Reassign Alert — Assign a user to resolve an alert triggered by the response.
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Close Alert — Close the alert associated with the response.
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Add Note — Add a note to the response.
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Subscribe/ Unsubscribed — Subscribes the user to the response, which notifies the user when there is activity on the response.
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Comment — Opens the Comments section, where users can add a comment to the response, and see other users' comments.
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Forward by email — Opens a draft email, enabling the user to forward the response to another person.
Profile
The Profile screen lists information about the respondent for the feedback record, including the person's name, email address, and other identifying information. The Profile section also shows information about how people at your company have interacted with the respondent for that response.
If profiles are configured on the instance, tap View full profile to open the profile for that respondent. This shows data for that respondent across all segments, and not just for a specific response. For more information, see Customer Profiles.
Activity
The Activity screen captures changes to the survey record, such as:
- Alert status changes.
- Notes added by users.
- Feedback responses sent.
- If you have configured Enhanced responses, the Activity Log also shows respondent replies to Feedback Responses.
Users subscribed to a response receive a notification when the Activity screen is updated. For more information, see Subscriptions and notifications.
Comments
Roles with the View and Create Community Comments reporting permission can click Comment in a response to post a comment to the feedback record on the Comments screen. For example, a team of call-center agents might comment on a feedback record to update the status of their work as they resolve a customer issue.
When commenting, roles with the Mention Users in Comments reporting permission can mention other users by typing @ followed by their user name. A dropdown list appears as you type, enabling you to select the user you want to mention. Only users with permission to view the selected response appear in the dropdown. For example, if you want to mention a user named Jane Doe, type @jane. Users in the dropdown list are shown by their first name, last name, and user name. When you post a comment that mentions another user, that user is notified.
Similarly, roles with the Mention Units in Comments reporting permission mention specific units by typing # followed by the unit name. Units in the dropdown are listed alphabetically. When you post a comment that mentions a unit, users associated with that unit are notified.
To configure which users are associated with a unit:
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On the Company > Units > Units screen in Setup, ensure that the unit has at least one user name listed in the Unit username relation property. Separate multiple names in that property with a comma and no spaces.
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On the Reporting > Action > Rapid Response > Settings screen, select Unit username relation in the Field to notify default users in comment property. This instructs reports to use the names you configured in the the Unit username relation property of each unit.
