Data transfer and retention

Transfer call data from a source system via Medallia Speech.

To display data from recorded voice calls, you must transfer audio, video, or JSON transcript files from your call center to Experience Cloud. We provide an S3 storage location known as a Medallia Media File Transfer (MMFT) bucket to store these files.

Restriction: With the exception of the Speech API, this feature is not available on Medallia GovCloud. Contact your Medallia representative for more information.

Push vs. pull approach

Depending on your environment, you can configure the transfer to pull or push from your company to the MMFT bucket. With either method, the transfer creates a feedback record in Experience Cloud for each call.

Pull approach

The best practice is to pull files from your company using one or more connectors configured in Medallia Admin Suite. Using connectors enables you to schedule regular, automated transfers of call data files. For more information, see Connectors.

Push approach

If your company is using Red Box for call recording with an on-premises call center, you can create a connection profile in Experience Cloud to configure audio-processing properties for files in Red Box, then work with the Red Box Professional Services team to install the Red Box recorder. Red Box will send data files to your MMFT bucket automatically.

Alternatively, you can use the Speech API to trigger file processing of your voice call data in Speech manually. For more information, see Speech API.

Medallia Media File Transfer

Your Medallia Media File Transfer bucket is a scalable, S3-based storage solution hosted by Medallia. It stores media files (or JSON transcripts if you use your own Automatic Speech Recognition engine) prior to processing by Medallia applications such as Speech.

Connect to your MMFT bucket

You can connect to your MMFT bucket using the standard S3 login credentials, all of which Medallia provides at provisioning time. To obtain these credentials, contact Medallia Support.

The following information is required to connect:

  • Endpoint URL — The MMFT endpoint URL

    This is dependent on the data center hosting your company's Experience Cloud instance. For example, https://filestash.sea1.medallia.com.

  • Access Key ID — The S3 access key ID

  • Secret Access Key — The S3 secret access key

  • Bucket — The S3 bucket name

    For example, "speech-instance-sea1-company"

Using your credentials, you can create your own API scripts to upload files to the endpoint URL. You can also connect with tools that support the S3 protocol. Examples of tools include, but are not limited to:

Speech data retention

The default data retention periods are as follows:

  • Unprocessed (raw) Speech data:

    • Sandbox — 30 days
    • Production — 10 days

  • Processed (playback) Speech data:

    • Production — 30 days

If you would like to increase the data retention period for your organization, contact your Medallia expert. Additional costs may be incurred for longer retention periods.

Note:

Audio-only and audio/video files share the same data retention policy. The same setting configures retention for all submitted media. Videos cannot be downloaded, but video playback is available in Reporting everywhere that audio playback is available.

PGP file encryption

Medallia Speech uses PGP encryption for files sent to Experience Cloud production instances and sandboxes.

By default, PGP file encryption is optional. To enforce PGP encryption for all files, including audio and metadata, submit a feature activation request with the Medallia Support team. When this feature is enabled, all files must use the documented PGP key or they will not be processed.

For more information, see PGP keys and Speech Public PGP key.