How to Access the Course

The "Understanding Mindful Callback: Configuration, Dashboards, and Reporting" course is found on the Medallia Navigator platform, which you can access from the Medallia Knowledge Center. Once you are logged in to the Knowledge Center, follow the steps below to access the course within the Navigator platform:

1. On the Knowledge Center top navigation bar, click Learn > Education.

2. Click the Log into Navigator button.

   

3. On the Navigator home page, click the Search Catalog link in the main navigation bar.

4. On the Catalog page, locate the two learning paths named "Understanding Mindful Callback: Configuration, Dashboards, and Reporting" and "Understanding Mindful Callback: Dashboards, and Reporting"..

   • You can filter for "understanding Mindful Callback" and select the Content Type option to find the learning paths more easily.

   

5. Admins only - Open the learning path that includes configuration (Understanding Mindful Callback: Configuration, Dashboards, and Reporting)

6. All other users - Open the learning path that does not include configuration (Understanding Mindful Callback: Dashboards and Reporting)

7. Once opened, follow the instructions provided in the learning path to begin.

Course Overview and Milestones

Overview

Learn how to navigate the Mindful Callback Interface, customize the inbound and outbound caller experience, create user accounts, interpret real-time metrics and dashboards including auditing user activity.

Milestones

Learners will achieve the course objectives by completing the following milestones:

• Introduction to Mindful Callback - Gain an understanding of the typical caller experience with Mindful Callback and learn about the various callback strategies, notification options, and tour the user interface. (1 video | 20 minutes)

• Understanding Mindful Callback - Learn how to schedule your live remote training session to prepare you for conversations with the Mindful Callback Design Team. (1 live session via Zoom | 2.5 hrs)

• Dashboards and Reporting - Gain an overview of the Callback Status and Call Detail dashboards within Mindful Callback. (1 video | 30 minutes)

• Insights - Explore the 6 Insights dashboards within Mindful Callback. (7 videos | 51 minutes)

• Handoff - If you are using notifications within Mindful Callback, learn about Block List and Messaging Usage. (1 video | 5 minutes)

Milestone Descriptions

Introduction to Mindful Callback

This video describes the typical caller experience with Mindful Callback and provides an overview of the various callback strategies, SMS notifications, and the User Interface. (18 minutes) | Last Updated: December 2023

Understanding Mindful Callback

Self-Paced Learning

Schedule your live remote training session to prepare you for conversations with the Mindful Callback Design Team. (2.5 hrs) | Last Updated: December 2023

Callback Status and Call Details Dashboards in Mindful Callback

Self-Paced Learning

Gain an overview of the Callback Status and Call Detail dashboards within Mindful Callback. (30 minutes) | Last Updated: December 2023

Introduction to the Insights Dashboard in Mindful Callback

Self-Paced Learning

This video introduces the dashboards and shows how to filter and download the dashboards. It also shows how to schedule email delivery of the dashboards. (10 minutes) | Last Updated: December 2023

Insights Callback Executive Summary Dashboard in Mindful Callback

Self-Paced Learning

This video reviews the Executive Summary dashboard, which displays callback statistics for all Call Targets in an Organization. Within this report, you can view the total number of callbacks offered to customers. Within each channel (Voice and Digital), you can view the number of offers accepted and their final outcomes. (9 mins) | Last Updated: December 2023

Insights Conversation Overview Dashboard in Mindful Callback

Self-Paced Learning

This video reviews the Conversation Overview dashboard, which is a look into a client's conversation usage over their contract period. (4 minutes) | Last Updated: December 2023

Insights Audit Log Dashboard in Mindful Callback

Self-Paced Learning

This video reviews the Audit Log dashboard, which shows what changes either a user or a Smart Rule made within Mindful Callback. (5 minutes) | Last Updated: December 2023

Insights Callback Usage Dashboard in Mindful Callback

Self-Paced Learning

This video reviews the Callback Usage dashboard, which shows callback activity over a selected date range. (6 minutes) | Last Updated: December 2023

Insights Callback Performance Dashboard in Mindful Callback

Self-Paced Learning

This video reviews the Callback Performance dashboard, which delves into callback performance and focuses more on the "why" rather than the "what" of callback activity. (9 minutes) | Last Updated: December 2023

Insights Messaging Usage Dashboard in Mindful Callback

Self-Paced Learning

This video reviews the Messaging Usage dashboard, which provides an overview of messaging usage over a selected date range. (8 minutes) | Last Updated: December 2023

Handoff in Mindful Callback

Self-Paced Learning

This video reviews the Handoff section of the UI, which includes Block List and Messaging Usage. This section is only relevant for customers who are using notifications with Mindful Callback. (5 minutes) | Last Updated: December 2023