Manage Customers
Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.
On the Manage Customers page, you will see a list of all client organizations configured in Mindful Feedback. On this page, you can add new clients and edit existing client configuration.
Overview
This article covers the following topics:
- Creating new client organizations
- Configuring organizational settings
- Configuring licenses
Creating New Client Organizations
There are two primary ways to create new organizations on the Manage Customers page:
- The Add Customer button: Click this button to create a new organization with default settings. After creating an organization, edit the organization's settings to change the default values as needed.
- The Clone icon: Click the Clone icon in the Actions column of the Customers tab to quickly copy the settings of an existing organization into a new one. Then, edit the new organization's settings as needed.
Each client needs a license, so you must also click the Add License button to create a basic license for the new organization. You can then edit the license details afterward.
Configuring Organizational Settings
The Customers tab is split into three columns: Name, UUID, and Actions. The Name field, as implied, lists the friendly name of each client organization, whereas the UUID field contains each client's unique identifier (which can be useful for API authentication and general troubleshooting). To search for a particular client by name or UUID, use the search field near the top of the tab.
You may hear the term "feature flags" used to reference specific functionality or beta features in Feedback. This is the place to enable or disable individual feature flags for client organizations.
| Setting | Description |
|---|---|
| Twilio SID and Token | Contains the Twilio Account SID and Token associated with the client's Twilio Flex organization (if applicable) |
| License | The client's license (generated on the Licenses tab) should be selected here. |
| Industry | Enter the client's industry for reporting purposes. |
| Purecloud license dependent | When enabled, every 10 minutes, Feedback makes an API request to the client's Genesys Cloud account to verify they still have a valid license. If they do not, their account will be marked as "Not Approved" and they will lose access. |
| Can view Amazon Connect integration | When enabled, the client will be able to see the Amazon Connect integration on the Customer Settings page. |
| Approved for polling | Allow polling for the client. |
| Auto approve custom templates | When enabled, custom templates will be automatically approved. |
| Approved | This must be enabled for Feedback to function for the client. Only disable this if you wish to restrict access to a particular organization. |
| Allow additional AWS Marketplace users | When enabled, customers can add additional users to their AWS Marketplace subscription. |
| Purecloud polling enabled | When enabled, every 60 seconds, Feedback will request recently ended conversations from Genesys Cloud and process them through the polling configuration. |
| Sync purecloud users | When enabled, every hour, Feedback will fetch new Genesys Cloud users who are licensed in Feedback and will add them to Feedback. There is a concept referred to as "Named Licenses" in Genesys -- if users are already licensed in Feedback, but are not Feedback users, this will catch them and add them to Feedback. |
| Send password reset for synced Purecloud users | When new users are added to Feedback, this option will ensure they receive a password reset email so they can log in without using Genesys-Cloud SSO. |
| Can view Twilio flex integration | When enabled, the client will be able to see the Twilio Flex integration on the Customer Settings page. |
| Has big data | Set this to True if the customer has a large amount of data we need to maintain. |
| Auto archive inactive Purecloud users | When enabled, Feedback user accounts will be automatically archived when their corresponding Genesys Cloud accounts become inactive. |
| Can report NPS as number | Allows the client to report NPS questions as Number questions. |
| Sync Purecloud groups | When enabled, Genesys Cloud groups will be synced to Feedback as User Groups. |
| Inherit roles from Purecloud | When enabled, Feedback will use Genesys Cloud roles to determine the role of new Feedback users. |
| Can filter interactions API by custom fields | When enabled, the client can filter the interactions API by custom metadata. Check with the engineering team before enabling this feature. |
| Process Genesys Cloud conversations through API | When enabled, the customer can send requests to Feedback to process Genesys Cloud conversations, instead of Feedback processing all recently completed conversations. |
| Disable external interaction view | When enabled, the external interaction view cannot be accessed. Some customers like this to be On for security reasons. You can see an interaction directly, without authentication, by copying the URL associated with the Interaction UUID in an Interaction Details report. By suppressing this, no one can see interaction details unless they are logged in. |
| Store voice recordings privately | When enabled, voice recordings will be stored privately and cannot be accessed from the public URL. Some customers like this to be On for security. Users can copy a URL from interaction details to send the recording to anyone without authentication, and this setting prevents that from happening. |
| Custom templates | When enabled, the client can generate custom templates/HTML. |
| Enable reviewed notes | When enabled, the client can add "reviewed notes" when reviewing interactions. |
| Include multichoice in voice surveys | When enabled, multi-choice questions will be included in voice surveys, with a limit of one response per multi-choice question. |
| Using old wordcloud | When enabled, the Dashboard word cloud will be generated without using sentiment analysis. This will probably only ever be needed for unsupported languages. |
| Can redact PII from text responses | When enabled, this allows the customer to enable PII redaction on open-feedback questions. Redaction must be enabled in the advanced settings of a survey question. |
| Gather Twilio speech or DTMF | Enable voice recognition for all questions (NPS, etc.); when disabled, force only DTMF. |
| Gather Twilio responses in one request | When enabled, IVR survey questions that have multiple digit responses (such as NPS) will be gathered in a single request, instead of one request per digit. |
| Has many sound files | When enabled, load-time optimization will be used for the organization's audio files. |
| Can view Zendesk integration | When enabled, the Zendesk integration will be available to configure on the Customer Settings page. |
| Data retention period in days | This represents the number of days that data will be retained for the client. Any data older than this threshold will be permanently deleted. The minimum value is one day. |
| Big data threshold in days | The number of days for which our system can generate live reports without creating a back-end job |
| Hours of inactivity threshold | If the customer has no interactions created for this number of hours, an alert will be sent via Slack. |
| API ratelimit max attempts | The number of API requests this customer is allowed to make per minute |
| Preferred interaction language | The default language for survey interactions when no language is specified |
| Purecloud agent ID format | This is used to determine the agent ID format of newly created Genesys Cloud agents in Feedback. Enter either "email_prefix" or "name". |
| Reviewed key | Key used for Reviewed Notes |
Configuring Licenses
The Licenses tab correlates with the License Usage page. The License Usage page calculates costs incurred in USD, but we can incur different costs for different clients, based on their geographic region and other factors. To provide meaningful cost information on the License Usage page, we must input any unique costs for each client on the Licenses tab of the Manage Customers page. In this tab, you can set those cost values and update additional configuration for a client's license.
Click the Configure icon for a particular license to access the Configure License page, where you can make any changes needed. Consult the following table to learn about the settings available on this page.
| Setting | Description |
|---|---|
| UUID | An auto-generated unique identifier for the license |
| Name | A name used to identify the license in Feedback |
| Description | An optional description for the benefit of other super admins |
| Billing period in days | This value determines how the tabs are set up (what timeframes) on the License Usage page. Base this value on how often we are going to charge the client. |
| Current period start | Use this if you need to change the current period, keeping in mind that the normal starting point is based on the account creation date. |
| Base allocated | A percentage of licenses to add above the normal allocation (7% of the license allocated to each user). |
| Licensed users | A multiplier, used with Base Allocated, to determine how much of the license to allocate to each user. |
| Allocated per user | The value entered here determines how much licensing to allocate to each user per billing period (per month by default). Base Allocated * (Licensed User Count * Allocated Per User) = Distribution Per User Per Month |
| Zero balance behaviors | For each of the listed survey types, toggle the switch On to restrict that type of survey when the license balance reaches 0. For any survey types not enabled here, clients can exceed their allotment and receive an invoice for the overage. Zero-balance events should be captured in the event log, as well. |
| Low balance admin notification threshold | (Deprecated) When enabled, Feedback will alert super admins when the configured balance is reached. |
| Adjustments to perform on update | This asks "For the changes we just made, do we apply them to the whole period, or just from now on?" |
| Costs | For each of these, the value represents how much we pay. These are configurable so that we can adjust for other regions, etc. This should be deprecated in the future. |
Additional Actions
In the Licenses tab, several additional actions are available for each license:
- Reset billing period: Resets the billing period to begin today.
- Add funds: Increase the funds allocated to a license.
- Create a copy: Create a new license by copying the configuration of an existing license.
- Get usage report: View a License Usage report for a particular license.
- Delete license: Remove a particular license from the system.
