Auto Importer and passwords

Medallia MQL API

Exported delimited-text file fields now start with tab values

Exporting using StringTemplate is deprecated

"From" email addresses

Allow list update

Admin Suite

• Admins have now the ability to set Dropdown elements searchable at a question level.

Athena

• Smart Response use Athena generative AI to automatically personalize the messages to be relevant to a respondent's experience, thereby saving employee time.

  Additionally, admins can monitor the responses sent using Smart response and estimated time savings achieved with Smart Response. Engagements have started with select customers.

Integrations

• Medallia for Salesforce is continually enhanced, focusing on elevating quality, stability, and functionality.

• Medallia Video can now be accessed via the Application switcher. Access to Video requires the appropriate permission.

Medallia Mobile

• Modules on Medallia Mobile now remember and sync up their collapsed/uncollapsed state.

Medallia Web

• Indexed fields are now available in Profile segmentation as a dropdown.

Reporting

• Records completed via the Auto-complete process and which have an attached video are available to reporting. Prior to this release, any auto-completed records and with a video uploaded as part of the record did not appear in Experience Cloud reports.

• The Dashboard raking module now is sortable on Delta, which requires configuring Benchmark to appear.

• The Dashboard raking module now allows sorting by Delta on Time view, which requires configuring Benchmark to appear.

• Custom time periods created by the reporting users on the Filters and Control panels can now be deleted. .

• New and improved visualizations for the Focus area module make it easier for leaders to identify what to prioritize and where to take action without any additional clicks. The ranking limit is also increased from 5 to 60.

  Additionally, multiple regressions calculations can now be run at specific levels, eliminating the issues with regression rerun every time new filters are applied. This feature is available upon request.

• The Segment Distribution module now includes Significance testing:

  • Admins can configure significance testing in Report editor, similarly to how it is configured for other modules, such as Scores over Time.
  • Significance testing appears on Table and Chart visualization.
  • Both Significance testing simplified legend or Significance Testing footer are available, per configuration.

  Specific restrictions for significance testing calculation for Segment Distribution module:

  • Significance testing is only calculated when Metric is Percentage and Columns are Time slices.
  • Minimum sample size configuration is applied on module level. On top of that, minimum sample size for Significance testing calculations is evaluated before calculating the Significance testing.

• Email masking is now available for Feedback response. If you have email masking enabled, you can now to use the email masking on your settings. Only one email is allowed to be used for your rapid response emails.

Medallia Speech

• Added support for Amazon Transcribe as a new Speech engine option. This new engine option supports Arabic, Chinese Simplified, Indian English, Greek, and Japanese at launch. Other languages are being considered for future release. The engine is available as an option in Connectors or via the Speech API and it does not support Substitutions, PII/PCI Redaction, or Acoustic emotion metrics. Some of these features are not yet supported by Amazon, others are being considered for future release. For more information, see Amazon Transcribe, , and the Speech API.

  Restriction: This feature is not available on Medallia GovCloud. For more information, contact your Medallia representative.

Medallia Text Analytics

• One of the most powerful and important value propositions for Medallia Text Analytics is being able to identify when a respondent talks about 2 topics or themes at the same time. Examples:

  • A grocery chain wants to be able to identify when respondents talk about Price and Tomatoes at the same time
  • Hospitality companies want to identify when guests talk about the topics Cleanliness and Bathroom at the same time

  This release contains a configuration update in these Text Analytics modules that allows admins to enable the module to display the co-occurrence of two topics or a topic and theme mentioned together within the same record or the same phrase:

  • TA Topic/Theme Snapshot
  • TA Topic/Theme Explorer
  • TA Trends over time
  • TA Top and Bottom

  An additional new checkbox in the Topics/Themes to Display filters should be configured in conjunction with the above module settings (if the module's Topics or Themes display selection is not locked in the module configuration):

  • Enable 'Mentioned In' Selection for Co-occurrence Results checkbox.

• For customers that have been in the Phrase-level filtering EAP, there is no longer be a meaningful difference for Text Analytics Co-occurrence results based on which insight is the Main versus Co-occurring insight, that is, the results are no longer different when looking at Staff + Pricing versus “Pricing + Staff”. This makes the calculation for existing metrics for Co-occurrence results consistent with the non-Co-occurrence results (holistic simplicity and intuitiveness). These Metrics have been updated:

  • Positive:

    • Previously, the total count of filtered records tagged with the Co-occurring topics result where Main insight was mentioned in a phrase with positive sentiment. Now, the total count of filtered records tagged with the Co-occurring topics result where both insights were mentioned in phrases with positive sentiment.

      These numbers change when there is a record-level or comment-level match (since at a phrase-level proximity they have the same sentiment because sentiment is tagged at a phrase-level).

  • Negative:

    • Previously, the total count of filtered records tagged with the Co-occurring topic and theme result where the Main Insight was mentioned in a phrase with negative sentiment. Now, the total count of filtered records tagged with the Co-occurring topic and theme result where both insights were mentioned in phrases with negative sentiment.

      These numbers change when there is a record-level or comment-level match (since at a phrase-level proximity they have the same sentiment because sentiment is tagged at a phrase-level).

  • % of Responses:

    • Previously, this resulted in two different percentages/outputs depending on which is the Main Insight (it uses the co-occurring Insight’s # of Responses as the denominator). Now, calculating the percentage of filtered records tagged with the co-occurrence result compares to the total number of filtered records.

  • Impact Score:

    • Previously, the Co-occurring Insight was used as a denominator for the calculation, that is, added an additional filter so that all records must be tagged with the co-occurring topic. Now, it does not use the Co-Occurring Insight as a denominator for the calculation.

  • Impact on Net Sentiment:

    • Previously the co-occurring Insight is used as a denominator for the calculation. For example, adding an additional filter so that all records must be tagged with the Co-occurring topic.
    • Now does not use the Co-occurring Insight as a denominator for the calculation.

Intelligent Summaries

Conversational transcripts related to chat and speech interactions can be automatically summarized using Generative AI. Those summaries may be included in reporting or exports.

Engagements began in the Spring 2024 release.

Smart Response

Smart Responses use Athena generative AI to automatically personalize the messages to be relevant to a customer's experience, thereby saving employee time. Additionally, admins can monitor the responses sent using Smart response and estimated time savings achieved.

Engagements have started with select customers.