Reporting in Experience Cloud
Medallia’s platform allows for easy unification of all feedback across Digital properties such as Digital Web, Digital In-app, Digital Anywhere and so on, in one intuitive dashboard. The dashboard facilitates a holistic strategy for experience programs across Digital, CX, EX, Product and IT teams. This helps you to get a quick overview of the signals from all Digital channels and understand how they are impacting performance and productivity.
Digital Feedback reporting is available in Experience Cloud and takes advantage of Medallia Alchemy Experience reporting. The navigation bar contains the Feedback and Digital Feedback tabs.
Feedback in Enterprise Cloud
All Digital signals are analyzed and presented in the Experience Cloud Feedback tab, a Responses Report that shows all Digital Feedback responses across all Digital properties and surveys.
The Feedback tab consists of the List, Detail and Response Feed subtabs.
List subtab
The List subtab shows all of the incoming Digital responses and it functions in a similar way to the Experience Cloud Responses List.
It provides the wordcloud module, toggling of full comments, filtering and ordering the responses.
Use the checkbox in the list of responses for bulk operations such as marking as read, assigning or resolving alerts and so on.
To get more information on a specific response, click the appropriate row. The Detail subtab opens.
Detail subtab
The Detail subtab shows all of the information related to a single Digital response and functions according to Responses Form. Use the Action Plan, Add Note and other buttons to work with responses.
The Detail subtab shows all of the information related to this response. For example, any alerts, the respondent's latest interactions, from where they responded, metadata about the device used when responding and so on.
If the auto reponse is configured, click respond to use a template.
Depending on the configuration, the response can include Session replay or Screen Captures. Click the link to open the related media.
Use the activity log to see what action has been taken so far.
Use the score report to assess the response's sentiment.
In the Comments section Medallia's advanced text analytics uncover the sentiment behind any comments, making it easy to see what the respondent loved or not. In this case the red indicates negative feedback. A green highlight indicates what was excellent about the experience, a yellow highlight shows an area for improvement.
This is just a sample of the level of information Digital can collect and report on in Experience Cloud with each and every response.
Responses Feed
The Responses Feed shows an alternative view of the Digital responses and is similar to Experience Cloud Responses Feed.
Use the responses feed to quickly see the incoming responses.
The responses list can be filtered by sentiment, tag and so on.
Filtering
The control panel above the reports provides ways to filter the reports, and which function as documented at Filters and control panels. These filters are on every dashboard of the platform to allow for quick and easy grouping of data to aid in your analysis. You can filter by product, or by surveys (passive vs proactive), or even other segments such as device type or reason for abandoning. The charts and data update based on your filters in real-time.
