Filters

Tap filters to open the Filters dialog, which lets you filter the data in the dashboard. To begin a search, tap the filter options.

On the next screen, to narrow down the results you can either enter words or values in the search box at the top of the screen or tap the filter options to expand them, and select the filter of your preference. Finally, click Apply. For example, in this image shows the NPS Segment option which, in turn, has been narrowed down to the Detractor option:

To save your filter options of preference, tap Save. You can find your saved filters in Saved Filters. For example:

Forward a comment via email

Complete these steps to send an email to one or more people regarding the comment:

1. After tapping Forward in a Medallia Voices card, select one o more recipients of the email message in the Suggested People list.

   In this image, one contact is selected from the Suggested People list:
   Note: Ensure that Voices suggested contacts are configured, otherwise, when there are no suggested contacts configured, the list is blank and you have to enter the email address manually.

2. Tap Forward.

3. Select your email service, which populates an email template with the subject Medallia feedback follow-up.

4. Edit the message and send it.

To recognize one or more people for something they have done, follow step 1 above, and then tap Congratulate. This populates the subject of the email with Congratulations. Then you can edit the message and include a personal message.

Open feedback in Medallia Mobile

Complete these steps to open a feedback card in Medallia Mobile:

1. Tap Forward either in a Medallia Voices card or in any of the tabs when navigating a card.

2. Tap Open in MM3.

   You are redirected to the Responses Form report showing the selected card in Medallia Mobile.

Complete these steps to view all feedback in Medallia Mobile:

1. Review all feedback cards.

   A message shows that you completed reviewing all feedback.

2. Tap View all feedback in Medallia Mobile 3.

   You are redirected to the Responses Form report showing all responses.

Tabs in the detail view

For every response, the detail view includes the following tabs to help you understand the feedback and take action:

• Feedback — Full comments and score data.
• Profile — Contact and demographic information about the customer.
• Activities — Actions taken to resolve issues and follow up with the customer.
• Comments — Comments added by users working to resolve issues raised by the feedback.

Feedback tab

The Feedback tab provides more detail about a response than is available in that response's card, including extended comments and score information. If an Alert was generated by the response, the alert bar indicates the triggered alert and its status.

When using Text Analytics sentiment highlighting, text is highlighted to reveal sentiment. For example, the following image shows a card with red highlighting because the respondent's sentiment was negative. For more information, see Configuring sentiment.

Roles with the View and Use Community Likes reporting permission can click Like for a response. Roles with the View and Create Community Comments reporting permission can click Comment to post a comment to the feedback record. 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 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.

Profile tab

The Profile tab provides detailed information about the respondent, including contact information, demographic information, and any other field you add to the Customer Information modules of the Response Form report.

If the respondent has previously submitted other responses, links are displayed to those responses in Medallia Mobile.

Activities tab

The Activities tab captures changes to the feedback record, such as:

• Alerts status changes.
• Notes added by staff.
• Feedback Response emails sent.
• If you have configured Enhanced responses, the Activities tab also shows customer replies to Rapid Response emails.

Comments tab

The Comments tab lists all of the comments added to the feedback response by all users.

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 to select the user to mention. Only users with permission to view the selected response appear in the dropdown. For example, 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:

• On the Company > Units > Units screen in Medallia 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.

• 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.

Voices customization on the Me tab

Users can customize aspects of their app experience, such as whether to receive notifications when an alert is generated. In the Get Help section users can submit feedback about their experiences with Medallia Voices. For example, users can open a case with the Medallia Support team if they encounter a defect.

Users with multiple roles can tap any of their roles to view responses as that role.

Roles with the Allow User-level Filters reporting permission can tap Filter on the main cards screen to open the Filters screen. From there, users can filter the cards they see by segment. For example:

Get started

The information a user sees in Medallia Voices is determined by the Responses Form report assigned to that user's role. For more information, see Responses Form.

Complete these steps to configure Medallia Voices:

1. In Admin Suite Reports, open the Mobile Navigation screen.
2. Open the Responses Form report you want to modify. If a Responses Form report does not exist for a role, either add that role to an existing report or create a new report.
   Important: Note the value for the Data View property.
3. To ensure that Medallia Voices cards and the Feedback tab show the correct information, configure the following, required report modules in the Responses Form report:
   • Customer Name — Identifies who submitted the response.
   • Main Score — Indicates the score your company received in the response.
   • Main Subject — Provides more information about the source of the response, such as the unit name or the survey type. Add only one field to this module.
   • Comment — Shows verbatim comments from the customer.
4. Optionally, configure one or both of the following report modules in the Responses Form report to enhance the Feedback tab:
   • Score Report — Adds a section of score-related fields
   • Segments — A section of related fields to help you better understand the customer's experience
5. Configure one or more Customer Information modules in the Responses Form report to ensure that the Medallia Voices Profile tab shows helpful and relevant information.

   For example, you might want the Profile tab to display customer-related information (such as First Name, Last Name, Phone Number, Email Address, and so on), survey information (such as Survey ID, Product ID, Survey Language, and so on), or other categories of fields.

6. In Medallia Setup, ensure that the roles using Voices have access to the modules you added in earlier steps:
   1. Open the Reporting > Reports > Standard Reports screen.
   2. In the Filter by Report Type/Role property, select a role assigned to the Responses Form report you edited earlier in this procedure.

      The list of standard reports updated to show only the reports and modules assigned to that role.

   3. In the list of reports, locate the Responses Form report, and then select one of its modules.

      The screen updates to show properties for that module.

   4. Next to the System Report Module property, click the pages icon, as shown in the following image:

      

      The Standard Report Modules screen opens, with that module selected.

   5. In the MemberRoles property, ensure that the right-side box lists all of the roles that should see the module.
   6. If this is a Comment module, ensure that the RIPriority property has a value greater than 0. For other modules, the RIPriority property is not used.
   7. Click Save.
   8. Repeat these steps for each module in the Responses Form report.
7. Configure how cards display responses by configuring the Voices module in Admin Suite.

   This module functions only in the Voices tab of the Mobile Navigation screen in Admin Suite. Ensure that the value for the Data View in the parent dashboard has the same value as the Data View of the role's Responses Form report. Additionally, ensure that the Voices tab is lower in the navigation display order than the Responses Form tab.

8. On the Reporting > Report Helpers > Mobile > Voices Suggested Contacts screen in Setup, configure the suggested contacts that appear when a user forwards a response. See Voices suggested contacts for details.
9. On the Reporting > Report Helpers > Mobile > Mobile Cross-Platform screen in Setup, turn on the Enable Voices 2 property, and then click Save.
10. Grant access to use Medallia Voices by assigning the following reporting permissions to any role that needs the app. For more information about managing roles, see Roles.
    Note: Permissions must be assigned at the role level. Medallia Voices does not support user-level permissions.
    • Access Voices — Required to use Medallia Voices
    • View Enhanced Responses — Required to use Medallia Voices
    • Suggest Involved Users — View users that might be involved with specific responses
    • Respond Directly — Respond directly to customers that provided feedback
    • Viewed by Others — If Enhanced responses is enabled, allows the role to see an Also Viewed By section in the Feedback tab, showing which other users have viewed the response, as well as those users' names and email addresses
11. Instruct your users to download and install the app on their devices from the iOS App Store (for iPhones) or the Google Play Store (for Android devices).

    Anyone can download the app, but to access data users need username and password login credentials, and specific permission to use Medallia Voices.

12. Users can now open Medallia Voices, enter their sign-in credentials, and start using the app.

    There might be a slight delay while the app retrieves the first pool of comments.

Translations

If you translate reports, those translations are used by Medallia Voices.

When comments are available in multiple languages, include the comment fields in the list of translated comment fields. Note the comment fields used in your Comment fields modules, and ensure they are added to the Member survey fields property on the Reporting > Text Processing > Comment Translations screen. For more information, see Translating comments.

If you have enabled machine translation of comments, you can toggle between the Original Text and the Machine Translated text directly in the Feedback tab of Medallia Voices:

Security

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. Medallia Voices follows the features described in Mobile application security except:

• Forced re-authentication after inactivity is not supported on Medallia Voices.

Customized application branding

Work with your Medallia expert to customize the splash screen and colors of the Medallia Voices application to more closely match the branding of your company.

Tips and best practices

If the user does not see any responses:

• Verify that the user's primary role has access to a Responses Form report in Mobile Navigation, and that the report has been configured correctly as described in Get started.

• It is possible no responses are available. Try increasing the Time interval for your Voices buckets. For more information, see Voices module.

  Restriction: The Alchemy Experience Reporting limit for time interval is 5 digits.