Medallia Experience Cloud Spring 2022.1 (e680) release notes

Released starting 24 February 2022

Notices

Changes that affect functionality

SFTP

Warning: Medallia is consolidating our SFTP storage layer into a single, scalable platform that can account for increased signal volume and sizing from our clients. All legacy SFTP servers are now deprecated and will be obsolete after October 31, 2022. Clients, partners, and administrators must migrate to the new SFTP layer or to a third-party SFTP server before that date.

This change will affect legacy SFTP servers whose names begin with "ftp1.", "mft." and "mft1.". The new SFTP servers names all begin with "filestash."

This change will affect existing exports and feed pulls. User names and SSH keys will remain the same. Passwords, however, cannot be migrated due to security constraints. If your program uses one of the legacy SFTP severs, it will need to be migrated to the new storage layer. For assistance, please contact your Medallia servicing contact or to Medallia Support via https://help.medallia.com.

Static files hosted in Medallia's AWS S3 bucket

Warning: Beginning 31 July 2022, Medallia will no longer host client-files in its AWS S3 bucket. All access to existing files stored in the bucket wil be terminated. Medallia recommends companies either host the files themselves, or use some public storage system like Amazon AWS S3 buckets or DropBox storage.

Auto Importer and passwords

Warning: It is possible to update user-account passwords through Auto Importer. This feature may be deprecated in a future release. If your company requires this feature, contact your Medallia representative to have them validate the requirement with the Medallia Security Engineering and Trust Assurance group teams.

Apple device privacy

Important: Beginning in the second half of 2021, Apple devices now include advanced privacy protections that — while not affecting the ability to collect feedback — can affect some Medallia Experience Cloud features by masking or obfuscating IP addresses, hiding email addresses, and preventing tracking features used to determine email open and bounce statistics, and disabling detailed geolocation reporting. For detailed information from Apple, see Apple advances its privacy leadership with iOS 15, iPadOS 15, macOS Monterey, and watchOS 8.

Medallia MQL API

Warning: The Medallia MQL API is deprecated and will be obsolete after July 31, 2024. Clients, partners, and administrators must migrate usage to Query API by that date. For more information, contact your Medallia expert.

System Requirements

Medallia Web requirements

  • Operating system — Mac OS or Windows supported versions.

  • Screen resolution — 1280 x 1024 minimum.

  • Supported browsers — Edge, Firefox 27+, Chrome 30+, and Safari 9+. For the best experience, Medallia recommends that you use the most recent version of your preferred browser.

  • JavaScript is enabled.

  • For Internet Explorer, font download is enabled. On IE, select Tools > Internet Options > Security > Custom Level > Downloads > Font Download > Enable.

  • A PDF viewer (to view exported PDFs).

  • Microsoft Excel (to view exported Excel files).

Restriction: Beginning with this release, Medallia Experience Cloud no longer supports Microsoft Internet Explorer 11.

Mobile apps

Generally mobile applications support the three most recent major versions of iOS and Android. For the best experience, use the most recent version available. See the Mobile release notes for the mobile applications for the requirements for specific releases.

Survey taking requirements

Experience Cloud surveys supports these browsers only:

  • Edge

  • Firefox 27+

  • Chrome 30+

  • Safari 9+

Older versions of those browsers may have the capabilities of displaying surveys; however, they are not officially supported.

Release Highlights

Admin Suite

  • Administrators can now import data into Medallia Experience Cloud in an automated and scalable fashion following a step-by-step interface. A wide variety of data can be imported, including invitation, organization, users, and lookups. After uploading a file to import, the Importer suggests the fields the file can be mapped to. Admins can also make quick mapping changes, create new fields, or transform incoming data using excel like formulas within the Importer.

  • The Admin Suite Connectors application now provides a "Run History" screen to monitor the past runs of a connector.

  • Added support for arithmetic operators in formula content (such as plus, minus, divide), both in and outside function wrapping.

  • Can now control "On-demand" vs "with field refresh" at field level.

Conversations

  • Unit Mapping for Webchat allows you to configure one Webchat link and deploy it across all locations. This reusable link allows the same URL and QR code to be used by adding an identifier after the URL that associates the feedback with the correct location.

    Maintaining a single Webchat allows you to respond to more change requests, reduce complexity, and iterate your feedback programs with agility.

  • Beyond SMS and WhatsApp, Rapid Response Messaging now support Custom Channels that provide more opportunities for more employees to connect with customers, improve relationships, make things right, and thank them for their business.

    Rapid Response Messaging allows you to connect directly with customers who leave feedback. You can set up alerts that trigger when feedback meets certain criteria that need additional action. Define templates that drive consistency and make it easy for employees to connect with customers.

Integrations

  • A new connector with NICE inContact contact centers imports the chat transcripts between agents and customers for analysis.

  • Admins can now create "normalized" exports, where each row consists of at least one unique identifier (a_surveyid) and one field (value and/or label).

    This is only accessible via the "classic" Exports screens and not available within Admin Suite

Packages

  • Action Impact now includes:

    • Tailored Action plan and task owner dropdown based on access

    • Configurable user qualifier added

    • Full individual plan exports

    • Unique Action Plan ID column added to list view

    • Additional security added to file attachments

Reporting

  • Xframe version of th Responses Form now allows users to add attachments; requires member permission.

  • Action Impact:

    • Drivers / themes / topics / Suggested Actions will now dynamically appear if they contain at least one option.

    • Added option to configure visibility for themes and topics to appear.

    • Driver order is configurable.

  • Reporting:

    • New member permission to have filters expanded by default in Standard Reports.

    • Custom time periods are now deletable.

    • Increased field support for Segment Distribution Over Time (up to 350 fields).

    • New Segment Fraction option in Module Builder.

    • Updated deprecation banner for Microsoft IE 11 users.

    • General List Date/Time displays in the user's locale.

    • Email Watchlist notifications now include a link to Responses Form.

    • "Past performance" option is no longer at the bottom of the list in the Benchmark filter.

    • These modules have been converted to Async: Big Number, Dial, Dashboard Ranking, Ranking Order, Scores By Segment Over Time, Scores Over Time, SurveyAbandonmentByPage, SurveyDistribution, TA Top and Bottom, TAMetricSummary, Ranker Snapshot. This feature is available upon request. Ask your Medallia expert to file a Feature activation request with Medallia Support.

  • Feedback Responses in Admin Suite now provide customer admins the ability to define email templates to respond to feedback from Surveys, Conversations, and Social Media. This feature is available upon request. Ask your Medallia expert to file a Feature activation request with Medallia Support. Additionally, this feature requires the assistance of Medallia Professional Services to implement.

  • Responses List exports now respect all MAX filters set through the Option Box. These exports will go though the Export Queue. Responses List and Invitations exports do not support String templates.

Social

  • Social has 2 new modules to a) see the Social URL Coverage across all the sources and b) deep dive into all the units that have missing URLs. With this information admins and customers can add the missing URLs within Medallia Experience Cloud to start collecting reviews for those units/sources.

Speech

  • Medallia Speech now has Call Segments Analytics for Genesys Connector integrated programs. Call Segment Analytics:

    • helps understand the Customer Journey by providing insights on the entire call, including with multiple/transfers agents.

    • provides a deep dive into each individual agents handling a segment of the customer call, allowing for analysis of performance, scoring, etc.

  • Luhn Credit Card flag Detection gives visibility when a credit card number has been recorded/detected in a call. Luhn also helps identify when a call recording was not 'paused' at the point in time the customer was readying the credit card number to the agent, which may be required for compliance reasons.

Text Analytics

  • Reporting has these feature updates:

    • TA Trends module now supports Phrase level filtering.

    • Topic Filter now includes the option to view tagpools. To activate this feature, turn on the "Enable Tagpool selection" option in Report Builder.

    • The Co-occurrence module is now available to report an overview of co-occurrences.

  • Topic Builder in Admin Suite now supports event-driven analytics to increase precision in rule creation by identifying interactions where topics are mentioned at a specific moment, enabling a greater depth of insights.

  • The usability of Topic Builder in Admin Suite has been improved by optimizing time and efficiency of topic publishing, including:

    • Receive notifications when publishing jobs finish or fail.

    • Leverage flexible activation time to review results faster in reporting.

    • Enhance self service experience by using new status and actions.

    • Direct hyperlinks enable quick access of topics being used across the platform.