Definitions and data flow

Definitions

In some places, Mindful Feedback and MEC use different terms for the same concept. Refer to this section for definitions.

Integration flow

The following diagram shows how data flows between Mindful Feedback and MEC:

1. A respondent completes a Mindful Feedback survey.

2. Every minute, Mindful Feedback checks for new survey responses that need to be sent to MEC.

3. Mindful Feedback sends survey responses to MEC's ABI API in batches of up to 100 per minute.

   • If more than 100 responses need to be sent, the additional responses are delayed until the next minute and sent in a new batch.

4. MEC's ABI API receives the batch and queues the responses for processing.

5. Every minute, Mindful Feedback queries the MEC Job Status API for the batch status.

   • The Job Status API reports the batch as pending until all records have been processed.

6. Once the API provides a status update, Mindful Feedback iterates through each record to determine whether it was successfully processed.

7. The Mindful Feedback MEC Ingestions page updates based on the batch processing results.

8. Any failed records in a completed batch are added to a new batch for the next processing cycle.

   • Each record can be retried up to three times, including the initial attempt.

Supported question types and channels

Question types

The following question types are supported in the integration:

Channels

Mindful Feedback supports surveys across multiple channels, including inbound and outbound voice (IVR), SMS, email, chat, and web. While the primary use case for Mindful Feedback integrated with MEC is IVR, the Send to MEC event supports survey responses in all support channels.

MEC and Feedback configuration

To configure the integration, some work is required from an Admin user, and other steps must be performed by the Medallia team. The following steps detail exactly what to configure in the UI and when to engage with the Medallia team for back-end configuration.

1. Work with the Medallia team to enable the integration. When you are ready, an integration engineer will configure the connection points between your Mindful Feedback and MEC organizations.

   This step must be completed before you will see the "Send to MEC" survey event in the next step.

2. Create a Mindful Feedback survey or edit an existing survey to add the following configuration:

   • Configure any questions, triggers, and events needed for the survey in general, using Managing surveys as a guide.

   • Add a wrap-up trigger with the following configuration:

     

     • Trigger type — "Always Trigger"

     • Event type — "Send to MEC"

   Note: Feedback does not support shared or common questions across surveys. Even if the same question appears in multiple surveys, each question is treated as unique and will be represented as such in the data passed to MEC.

3. Click Update to save the changes to the survey.

   You should now see an MEC Field Name field in the Advanced Settings section for each question. When a survey is enabled to send data to MEC, a corresponding Q Field will be generated in MEC for each question in that survey. Responses to each question in the survey will be stored in the corresponding Q Field. The MEC Field Name will be automatically populated with the name of the corresponding Q Field.

   Note: The format of the Q Field name is q_<tenant name for MEC instance>_<question ID>_<question type>_<client UUID>
   

Troubleshooting

You can review basic information about the integration's performance on the MEC Ingestions page in the Feedback UI (under the "Settings" heading).

The Date Range and Survey filters near the top of the page control which batches will be shown.

You can see the success rate of all batches that meet the filter criteria and view the status of each batch. You can also see the total number of records sent to MEC, the success rate, and how many records failed.

If your success rate drops, or if you see "partially failed" or "failed" in the Status column, it could indicate an issue for troubleshooting. When troubleshooting, the Mindful Support team may ask for the Batch ID and Survey ID (which can be found in the table) of any affected interactions.

MEC data fields

The following data fields in MEC are used for the integration:

Individual Q Field entries for survey questions

The Q Fields generated by the integration will each contain the transcript of the response to the associated question.

e_ivr_program_id

The Mindful Feedback Survey ID

e_ivr_program_name

The Feedback Survey Name

e_ivr_source_ticket_url

The URL of the Feedback interaction

e_invitationdate

The scheduled_at timestamp from Feedback

e_responsedate

The Feedback completion time

e_ivr_source_conversation_id

The original ID (from the ACD / CCaaS platform) for the call that initiated the survey

e_ivr_cc_agent_unit

The identifier of the agent who fielded the call that led to the survey

e_ivr_initial_queue_name_auto

The name of the initial call type (queue) through which the originating call was received

e_ivr_final_queue_name_auto

The name of the final call type (queue) through which the originating call was received

e_invitation_locale

The value of preferred_interaction_language in Mindful Feedback

e_phone

The phone number of the survey respondent

e_ivr_audio_feedback_link_url

A link to any recording for an open-feedback question — if there are multiple open-feedback recordings in a survey response, this contains the link to the last open feedback recording

e_medallia_product

Contains the value “Mindful Feedback” to indicate the Medallia product

e_signal_source

Contains the value “Mindful Feedback” to indicate the MEC signal source

e_signal_type

Contains the value “Survey” to indicate the MEC signal type

e_signal_channel

The name of the channel the survey taker used in Mindful Feedback (one of “web”, “websms”, “sms”, “email”, “outbound”, or “inbound”)

a_survey_language

Contains the value of respondent_language from Mindful Feedback