License utilization

The purpose of this guide is to define what constitutes license utilization per Medallia Experience Orchestration interaction licensing agreement.

What constitutes license utilization in MXO?

Important: Product enhancements and new features may add, remove, or change the usages described below. Check with your CSM for the latest guidelines on interaction usage.
License utilization occurs whenever requests are made to MXO. Generally speaking, these requests involve storing attribute data, logging customer activity, orchestrating next best actions, requesting customer data, or some combination of these. The most common trigger for these requests is customer activity occurring on a touchpoint MXO is listening to, which includes but is not limited to:

  1. Visiting your website. Browsing different pages, logging in, or clicking on content that results in content personalization based on browsing activity.

  2. Using your app. Opening the app and making a purchase, checking the account information or browsing sections of the app set up to cater to customers' intent and/or preferences.

  3. Calling your contact center. Upon entering the IVR, assessing intent for proper routing or providing resolution.

  4. Engaging with a live agent. Delivering the next best experience to a system of work during a call, chat, or in-store interaction.

Regardless of the outcome, any request made to MXO is considered license utilization. For example, if the request aims at storing attribute data, but MXO was not configured to capture any of that data or, if the request triggers an optimization point, but the customer is not eligible for any actions, both scenarios still count as utilization. See Non-licensed interaction requests to learn more about utilization exceptions.

License utilization details

MXO is licensed on interaction volume, not by number of channels, brands, profiles or users. Requests to MXO that use licensed interactions include the following scenarios:

  1. Requests made through the MXO JS tag or mobile SDKs.

    The MXO JS tag and mobile SDKs include interaction maps that only allow configured interactions to be passed to MXO.
    Note: It is possible to bypass interaction maps using RegEx in your interaction point configuration. These unconfigured interactions will still trigger MXO to process requests, including error reporting, and are counted as licensed interactions.

  2. Requests made through the following API endpoints:

    1. Interaction and Offline interaction endpoints. Including the PUT method to the /one/oauth2/rt/api/2.0/interaction/ endpoint.
      Important: Offline Interaction endpoints were deprecated and replaced by the new Batch Interaction API. Sending events in batches via the new Batch Interaction API uses licensed interactions.

    2. Customer activity endpoints. Except for requests made to the /one/oauth2/rt/api/3.1.0/customer// (DELETE) endpoint.

    3. Lightweight Event Listening API endpoints.

Important: MXO API routes do not have interaction maps to prevent unconfigured interaction requests from being passed. If MXO receives an unconfigured interaction point request, this will count as licensed interaction usage. MXO users must ensure that only configured interactions pass through these API routes.

Utilization report

The utilization report allows you to view metrics about utilization across your production workspace, including information about: total utilization, number of interaction requests (by touchpoint) and number of structure API requests.
Important: Event log counts may differ from license utilization numbers, as utilization is based on requests, not on customer events.

The utilization report is a per-workspace report. Customers with multiple workspaces need to go through each workspace manually to get a tenant-level report.

Configuration considerations

The following considerations must be taken into account when configuring in MXO:

  • Interaction points with more than one function. MXO interaction points are often configured to capture attributes, log customer activity, and orchestrate experiences all in one. No matter if MXO is doing one or all of these actions, and regardless of the result of the request processing, it only counts as one licensed interaction.

  • Multiple interaction points in a single request. It is possible to configure MXO so that more than one interaction point is triggered by a single request. For example, using both a wildcard and specifically defined interaction points for the same URL path. Although two or more interaction points are matched and processed, only one licensed interaction is consumed.

  • Online and offline optimization points. Online optimization points can be configured to return up to 25 actions and multiple online optimization points can be configured on a single interaction point. Offline optimization points only trigger a single action (if the customer is eligible) and multiple offline optimization points can be configured on a single interaction point. Regardless of how many actions are being returned or how many online and offline optimization points are configured on a single interaction point, only one interaction is used per interaction point triggered.

  • Follow-on conversations. The first interaction request will trigger a timer to start and when that timer is up, MXO itself will trigger a second interaction request. Both use up licensed interactions.

Non-licensed interaction requests

The following API calls do not use licensed interactions: