Super admin notes

Keep the following considerations in mind when building the integration and discussing the available features with clients.

Supported channels

The client-facing integration guide only discusses post-IVR surveys. However, all Mindful Feedback channels are technically enabled for use. We are promoting the post-IVR survey use case to clients, but we are able to build additional use cases if requested by a specific client.

Timing of batch processing

We are currently checking for Feedback interactions and processing batches once per five minutes.

Experience Cloud and Feedback configuration

Configuration tasks are split between client administrators, internal Mindful Feedback super admins, and the Medallia Professional Services (PS) team. This section breaks down which tasks must be performed by which users.

Mindful super admin steps

The following steps will be performed in the Feedback UI by the Mindful Callback team.

1. On the Company Settings page, open the Integrations tab.

2. Open the MEC Ingestion sub-tab, then toggle the MEC Ingestion Enabled switch on.

3. Toggle the Production Environment switch on if this configuration is for a real client.

4. Enter the client's Experience Cloud Reporting URL (https://<instance>.medallia.com/<company-url-name>), then click Get API URLs to automatically populate the fields below:

   

   Note: If the Production Environment toggle switch is on, make sure you enter the production Reporting URL.

5. If needed, configure a Prefix and/or Suffix in the Field Settings section.

   Use these fields if the Agent ID from Feedback needs to be prefixed or suffixed to align with a different format (for example, "agent_1" vs. "client.agent_1" or "agent_1.department").

Professional Services steps

The final steps will be performed in the Experience Cloud UI by the PS team.

1. Review the Alt Sets created automatically in Experience Cloud when the integration was enabled for the client's Mindful Feedback organization.

   • In Mindful Feedback, open the MEC Ingestions page for super admins, then click Alternative Sets.

     On the Alternative Sets page, you can see the names of Alt Sets that should be present in Experience Cloud.

   • In Experience Cloud, open the Fields page (Setup > Reporting > Fields), then review the Alt Sets - Company tab to ensure that the Alt Sets listed in the Mindful Feedback UI are present:

     

2. If the client has already created a survey, open the Q-Fields tab on the Fields page and verify the expected Q-fields are present for each enabled Feedback survey question.

   The format of the Q-field names is q_<tenant name for Experience Cloud instance>_<question ID>_<question type>_<client UUID>.

   

3. Consult the client to develop reporting customizations in Experience Cloud.

Client steps

To view the client steps related to configuring surveys, see the main Medallia Experience Cloud and Mindful Feedback integration guide.

Reports and troubleshooting

Mindful Feedback super admins and client admins have access to different versions of the MEC Ingestions page. The super admin page can be found under Super-Admin Functions > Misc in the side navigation bar, and the client admin page can be found under Settings.

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

Individual interactions are processed in batches containing up to 1,000 requests, and Feedback checks once per minute for new interactions to send to Experience Cloud . After receiving confirmation from Experience Cloud that a batch was received, Feedback checks the status of each interaction in the batch individually. Any interactions that have not been fully processed will be added to a new batch, and this process will repeat until three attempts have been made.

Locate batches or interactions

The table on this page contains information about each interaction and the batches containing them:

• Batch ID — A unique ID for the batch, generated by Mindful Feedback

• Status — The status of Feedback sending the batch to Experience Cloud

• MEC Status — The status of Experience Cloud receiving the batch from Feedback

• Interactions — An array containing Interaction IDs for all interactions in the batch

• Number of Retries — The number of times Feedback has attempted to resend a batch after not receiving confirmation from Experience Cloud

• MEC Execution ID — The Job Execution ID provided by Experience Cloud after processing the batch

• Actions — Click View in this column for detailed information about each batch. Click the Reprocess icon to attempt to reprocess a batch that has failed the four automatic attempts already.

Troubleshoot batches or interactions

Three possible statuses will be shown in the MEC Status column:

Successful

All interactions in the batch were sent to Experience Cloud for processing.

Failed

None of the interactions in the batch were sent to Experience Cloud for processing.

Partially Failed

Some of the interactions in the batch were sent to Experience Cloud for processing, and some were not.

When you see this status, you can click the corresponding Batch ID to view a list of successful and failed interactions. Any failed interactions will be added to the next batch for another attempt. If a client reports that a particular interaction continues to fail indefinitely, we can escalate the issue to the development team to manually process the interaction.

To view more details for an individual batch, click View in the corresponding row. You will see a details page with three sections:

• Feedback — Here you can see details of the Feedback interactions included in the batch, such as the Interaction IDs and status.

  • The Interaction IDs field contains an array of all interaction IDs in the batch. These IDs are also present in the Failed Interaction IDs and Successful Interaction IDs fields.

• MEC — This section contains details of the Experience Cloud job, including the Job Execution ID and status.

  • MEC Job Execution ID is the ID provided to Feedback for the batch.

  • MEC Job Execution Status shows the status of the batch as a whole.

• Interactions table — In the table near the bottom of the page, you can see each interaction that was included in the batch.

  • The Experience Cloud ingestion status and any error messages from Experience Cloud are listed for each interaction.

  • For large batches, you can filter the table according to Experience Cloud ingestion status in the dropdown menu above the table.

If the batch was not processed successfully after three attempts, and you would like to send it to Experience Cloud again, click Retry.

To view Experience Cloud Alt Sets associated with the client's Experience Cloud organization, click Alternative-Sets on the MEC Ingestions page.

Interaction Details reporting

You can also view an Interaction Details report to verify that the "Send to MEC" option was enabled for a specific interaction. This can help to troubleshoot interactions that occured in Feedback but are missing in Experience Cloud.

End-to-end testing

When all configuration is in place, use the process below to test the integration end-to-end:

1. In Mindful Feedback, create a survey with a "Send to MEC" event, as detailed in this guide.

2. Generate an interaction for yourself from the Experience Cloud-enabled survey.

   Use an IVR survey for the most realistic test, and initiate it from the client's ACD, if possible. If you cannot start the test in the client's ACD, create an Inbound interaction and dial the number in the Inbound Connection field for the survey.

   If you cannot test an IVR survey at all, any type of interaction will prove whether the two systems are communicating with each other.

3. Complete the survey interaction.

4. Review the interaction on the MEC Ingestions page.

   A Status of "completed" with an MEC Status of "SUCCEED" indicates a successful outcome.

5. In Experience Cloud, review any reporting customizations made for the organization and make sure the expected results are shown.