Create score-based subscriptions

To create a score-based subscription follow these steps:

For example, the subscription in the following image is triggered when the Likelihood to Recommend score goes above 75. Experience Cloud checks this subscription once each week on Monday.

Subscriptions respect the filters defined in the control panel at the time a notification is created. For example, the filter in the image above includes filters for Timeperiod and Reporting date. This subscription is triggered only for data that matches those filters.

Watch these videos for examples of score-based subscriptions:

Create record-based subscriptions

Creating a record-based subscription is similar to creating a score-based subscription. Because record-based subscriptions are triggered by individual records, begin by filtering the Responses List report according to the data you want to trigger the subscription.

To create a record-based subscription:

1. Click Run in the control panel to apply filters.

2. Click the bell.

3. Select Add Subscription.

4. In the Add Subscription dialog, verify all of the filters you defined listed at the top of the dialog and click Add.

Experience Cloud checks periodically to determine whether any new records should trigger user subscriptions. At that time, users are sent a single notification for all of their record-based subscriptions triggered since the previous check.

Complex queries

For roles that have the Complex Query reporting permission, the control panel includes a Complex Query control to create a more detailed filter for data that might not otherwise be available in the control panel.

You might use Complex Query to create a simple filter for a field not available in the control panel, such as Likelihood to Recommend. You might also use the Complex Query control to create very detailed filters. To create a complex query, click Add. In the Complex Query dialog, click Add Rule and then define a condition for that rule, containing a field, its operator, and the values for that field. For example, the following image shows a query for Likelihood to Recommend scores less than 7:

Click Add next to the first condition to add another condition to that rule. Multiple conditions in a rule are treated as AND conditions, where all must be true for the rule to resolve as true. For example, the following image shows a rule with two conditions. In this example, the subscription would be triggered only when the Likelihood to Recommend score is less than 7 and the Actionability Flag field is set to Yes.

Click Add Rule to create another rule with one or more conditions. That rule is joined to other rules by the operator you select. For example, the following image shows a complex query that is true either when the Likelihood to Recommend score is less than 7 and the Actionability Flag field is set to Yes, or when the Agent associated with the record is one of 4 specific people:

If you add more than one rule to a complex query, you have the opportunity to group selected rules. A group is resolved as true or false as a singular entity. For example, you might group two rules joined by an OR operator. That group would resolve as true if either rule in the group were true. A group is represented visually by a grey box surrounding the group's rules. For example, the following image shows a group that resolves as true if either condition is true:

To create a group, click Create Group, select the rules you want in the group, and then click Group.

After defining a complex query, click Save to add it to the control panel.

Notification center

The Notification center shows all of a user's notifications, including those for personal subscriptions, system alerts, mobile watchlist alerts, closed-loop feedback activities, Medallia Text Analytics historical-data processing jobs, action plan notifications, and scheduled exports.

When a user has at least one notification, a bell appears in the Medallia Web reporting Toolbar.

Click the bell to open the notification center in the side panel. For example, the following image shows several notifications that were triggered from a personal subscription, a community notification, and a mobile watchlist alert:

Filter the list of notifications by type already received using the menu at the top. For example, if you have not received an activity notification, Activity does not appear in the dropdown.

Click any tile in the notification center to open the source that triggered the notification, such as a report module. Click the tile menu to mark that notification as read. All notifications remain in the notification center for 30 days, after that they are deleted.

Click the notifications menu to:

When a user is mentioned in comments (such as in a Responses Feed module or Responses Form report), that user receives a notification. Clicking that notification opens the response in the Responses Form report.

Notification delivery status

To view the delivery status of a notification, click either warning or information in the notification tile.

The pop-up dialog displays the delivery status and further information such as the channel, date, and time of a notification.

The delivery status may be:

• In Queue — The notification will be sent out shortly:

  • Either the notification center has not sent the notification yet, and it is ready to be sent in the next batch,

  • Or there was a problem when the notification center tried to send the notification and it will try to send it back.

• Delivered — The notification was successfully sent to the SMTP or Google or Apple's push notification services.

• Failed — Due to an error in the SMTP or push provider, the notification was not delivered.

• Disabled — The notification is not generated for the channel or device:

  • If you have push notifications enabled on a mobile device, and set notifications to off for individual devices. For more information, see Notifications tab in Medallia Mobile.

  • If you have set one or more Do Not Disturb times to not receive any notification. For more information, see Settings screen.

Manage Subscriptions screen

The Manage Subscriptions screen lists all of the user's configured subscriptions, including report-module subscriptions, the Watchlist for Medallia Mobile, and subscriptions for scheduled exports.

To open the Manage Subscriptions screen:

1. Click the subscriptions menu in the Notifications side panel.

2. Select Manage Subscriptions.

3. Alternatively, in a report module that supports subscriptions, click the bell and then select Manage Subscriptions.

Different permissions are required to see specific sections on the Manage Subscriptions screen:

• Personal Subscriptions section — Requires one or both of the Subscriptions permissions (for modules or individual records).

• Watchlist section — Requires the Manage Watchlist permission.

• Subscribed Exports section — Requires the Custom Exports permission.

Personal subscriptions

To manage personal subscriptions to report modules, click any of the following icons:

• — Opens the report containing the module with the subscription.

• — Edits the name of the subscription.

• — Subscribes to a subscription already created or unsubscribes from a created subscription.

  A bell with a blue dot indicates that the subscription is active.

  Note: You can also unsubscribe from a subscription by clicking the Unsubscribe here hyperlink in a mail notification .

• — Deletes the subscription.

• — Enables the user to specify the time of day and time zone of subscription frequency. For example, a subscription might be configured with a frequency of every week on Monday. The clock icon enables the user to control the exact time and time zone of those Monday checks.

Watchlist

1. Click Add.

   The Add Watchlist Subscription dialog appears.

2. In the Select unit property, select one or more Units or Unit groups.

   To search for a specific Unit, enter a string of text. To search for a specific Unit group, you can either enter a string of text or navigate through the available options.

3. In the Select status property, select one or more states for the subscription.

   You are notified when the selected units or unit groups are in the selected states.

   The watchlist status may be:

   • Escalated alerts — Includes escalated and overdue alerts.

   • New alerts — Triggers a watchlist notification when new alerts are generated.

   • All new responses — Triggers a watchlist notification when a new response is generated.

   For example, in the following image, the user receives notifications when new alerts are generated for the Team Lead unit:

   

4. Optionally, click Add another to add another subscription in the same dialog.

5. When you are done configuring the subscription, click Add.

Subscribed exports

Settings screen

The Settings screen enables users to configure their notification settings. To open the Settings screen:

At the top of the screen, toggle between the category of notifications to manage. Available settings are the same for each category of notifications. To see each notification category, a user's role must have the required permissions and have received at least one notification of that type.

• Personal — Subscriptions set in report modules. Requires one or both of the Subscriptions permissions (for modules or individual records).

• Watchlist — Watchlist activity. Requires the Manage Watchlist permission.

• Activity — Activity taken in users' subscribed responses. Requires no specific permission, but does require that an email address is configured as part of the user account.

• Community — Mentions and likes in responses. Requires one or both of the View and Use Community Likes and View and Create Community Comments permissions.

• System — General settings. Requires no specific permission.

Use the Email setting to configure whether you receive email when a notification is triggered for a specific category. For example, you might want to receive emails when a response you are working to resolve has new activity, but not when a personal subscription is triggered.

If you have push notifications enabled on a mobile device, you can turn notifications on or off for individual devices.

On the Settings screen you can also configure one or more Do not disturb times, during which you receive no notifications of any type. Click Set Up to open the Do Not Disturb dialog, where you can specify a Start Time, End Time, and Timezone. For example:

Do not disturb times cannot overlap the user's scheduled notification delivery time (configured through the clock on the Manage Subscriptions screen).