Units

Units are the components of a company that people interact with, and they are central to experience management because every measurable interaction involves an individual and a unit. Units can be people like front-line representatives or call center agents, physical locations like stores or hotels, or virtual entities like websites. A Unit type is the classification of a unit, such as the type of person or location. The type identifies the data fields and unit group categories that apply to a unit. For more information, see Units and Unit types.

Restriction: Having more than 200,000 units may cause performance issues. If your company needs 200,000 or more units, contact your Medallia expert for a scale assessment.

To use and access Units, see Access Organization features.

Units screen

The Units screen lists all Units you have permission to see, including their name, Unit identifier, Unit types, and status.

Units are sorted alphabetically and can be filtered by Unit type, Unit group, and Status. Use the search bar at the top of the list to search for a particular Unit.

Layer 1 1 2 3 4

  1. Details pane
  2. Details pane menu
  3. Filters
  4. Search bar

Details pane

Click a Unit to reveal its details pane, which shows:

  • Details tab — Summarizes the most important information of your unit, such as:

    • Identifier — Unique identifier for each unit. Values can contain no leading or trailing spaces and are case sensitive.

    • Type — Unit type of the Unit.

    • Status — Status of the unit, which can be:

      • Active — All data and surveys are shown throughout Experience Cloud.

      • Inactive — An inactive unit can be a store that closed, for example. Consider the following for inactive units:

        • Survey emails are not sent for inactive units. Surveys can be submitted if the unit becomes inactive while the survey is outstanding; surveys from inactive units appear in responses.

        • While inactive, units are not available to be selected in report Control panel; inactive units are included in the reports themselves.

        • Data for inactive units appear in aggregate data and reports for surveys that were submitted while the units were active.

        • Data for inactive units do not appear in Ranker reports, but it is possible to configure filtering so that the sample size numbers are higher than the sum of the sample numbers listed for individual units.

        • Records for inactive units are included in exports.

      • Inactive exclude data — The unit maintains all characteristics of a deleted unit; however, the unit can be reset to Active.

    • Unit groups — Number of Unit groups assigned to the unit.

    • People — Read-only list of people who are associated with the unit and who receive notifications when the unit is mentioned in feedback comments. For more information, see Responses feed and Reporting permissions.

    • Timezone — Timezone defined in the Unit group.

    • Date format — Data format defined in the Unit group.

    • Created — Date and user that created the Unit.

    • Last modified — Date and user that last modified the Unit.

    • Data fields — Also known as Unit data fields. Define the Unit and can be used to power many aspects of your feedback and reports.

    • Data fields: Other types — Data fields mapped to the Unit but not associated with the current Unit type.

  • Unit groups tab — Unit groups assigned for a specific unit and that match your Data access.

    • Unit groups: Other types — Unit groups mapped to the Unit but not associated with the current Unit group.

  • People tab — Read-only list of people who are associated with the unit and who receive notifications when the unit is mentioned in feedback comments. For more information, see Responses feed and Reporting permissions.

Details pane menu

Click the More vertical icon. details pane menu to:

Edit Unit
Modifies the Unit information.
Delete Unit
Deletes the Unit from Experience Cloud. If the unit is not referenced in other places in Experience Cloud, continue deleting the unit by clicking Yes, delete. Upon deletion, the unit is removed from every list of units in Experience Cloud, all data tied to the unit is excluded from individual and aggregate reporting, and survey emails cannot be sent for the unit.
Important: Once a unit is deleted, it cannot be reset to an Active status.

Create and manage units

Complete these steps to create and manage units:

  1. From the Units screen, click New Unit.

  2. From the Details tab, select or enter:

    • Unit type for the unit. For more information, see Unit types.

    • Identifier — Values can contain no leading or trailing spaces and are case sensitive. For example, the value 'FRONTLINE' is a different value than 'frontline'. For more information, see Unit Identifier.
      Note: When building a program, it is important to maintain a consistent naming convention for identifiers.

    • Name — Unique name given to the unit.

    • Status — Status of the unit, which can be Active, Inactive, or Inactive exclude data. For more information, see Details pane.

  3. Optionally, from the Data Fields tab, click +Add Data fields to associate them to the unit. For more information, see Details pane.

  4. From the Unit groups +Add Unit groups to assign them to the unit. For more information, see Details pane.

  5. Click Save.

Steps to create and manage units in the system.

Manage units

To manage a Unit, click More vertical icon. the details pane menu to edit or delete a unit. For more information, see Details pane menu.

To remove a Data field from a Unit, click the Data fields tab and select Delete icon. Delete next to the Data field to delete. To remove a Unit group from the Unit, click the Unit groups tab and select Cancel icon. Remove.

Export units

Restriction: This feature is inactive by default. Ask your Medallia expert to file a Feature activation request with Medallia Support.
Restriction: To have access to the bulk unit management tools, your account's role must have the import units, manage units, and manage importers permissions. For information, see Manage Organization and Integrations.

Use this tool to download all units you have access to on the default data view.

  1. Click the arrow on the right side of the New unit button.

  2. Select:

    1. Export all units

    2. Export all units with usage information — In addition to all columns from the "all units" file, this file has the columns below for each row:

      • Number of records attached to the unit
      • Last record created at

  3. Click Export.

    The file is generated. Download it from the Units Exports section in the left navigation once it is ready. Exports may take several minutes. During that time, you can monitor the export progress by clicking the Unit Exports badge on the left navigation bar. When the export is ready to download, click Download to download the export copy or Cancel to remove it.

  4. Go to Organization > Unit Exports.

  5. Click Unit Exports to see the unit export queue.

    Export statuses can be:

    • Downloading — Export queue is in progress. If canceled, it removes the export from the list.

    • Download — Export is ready to be downloaded or canceled.

    • Failed — Export failed. If canceled, it removes the export from the list; if restarted, the export process is triggered again.

    Restriction: Experience Cloud supports a maximum of 7 downloads in the queue, when the maximum is exceeded, new exports fail.

    Unit Exports badge showing several exports on the queue

    Restriction: You can only see the downloadable link of an export file only when you use the same active role you used to generate the export file.

  6. Click Download.

    1. The format of the file name is: Units-Export-<Company-Name>-<Timestamp>.CSV.

    2. The order of columns is the same order shown on the Units screen.

Files remain on the unit export queue for 7 days. After that, the file is automatically removed from the queue.

Bulk actions

Restriction: This feature is inactive by default. Ask your Medallia expert to file a Feature activation request with Medallia Support.

Use bulk actions to manage unit data at scale with proper validation and visibility.

Bulk manage units

Restriction: To have access to the bulk unit management tools, your account's role must have the import units, manage units, and manage importers permissions. For information, see Manage Organization and Integrations.

To manage unit data in bulk:

  1. Click the arrow on the left side of the New unit button.

  2. Select Bulk manage units.

  3. Next, select the operation:

    1. Deactivate units — Hide the units from filters and views, but their data will remain in reports and calculations.

    2. Deactivate units - exclude data — Remove the units and their data from reports and calculations. Deactivated units can be restored.

    3. Delete units — Permanently delete the units and all the associated data. This action cannot be undone.

      Tip: Medallia recommends first deactivating units and then deleting them, since deletion cannot be undone. Avoid deleting units in a production instance because the environment may become unstable.

    4. Activate units — Make the units active and visible in reporting, filters, and settings.

  4. Upload the unit data file by either:

    1. Dragging the file from your computer on to the dropzone.

    2. Clicking browse file on the dropzone to open the file browser and select the file on your computer.

      Status bar shows progress through the three stages, starting with Upload File

      Restriction: The maximum file size for the unit data file is 10 MB. When managing units in bulk, consider uploading files with only the unit identifier (ID) column; this makes the import process work faster.

  5. Once you upload a file, you can click Preview. This triggers pretend mode (the file is processed, but the records are not added to the database).

    Warning: When you select Delete Units and click on Preview Import File, Experience Cloud shows a dialog for you to confirm the operation. This action cannot be undone.

    Preview bulk unit file stage on the progress bar

    Warning: When you select Stop processing, the file is not saved.

    The data file and format of the data must match what the template expects. If you do not know the format, contact your Medallia expert who has access to the specification that defines the template.

  6. The Preview import file stage allows you to safely preview how the data will impact Experience Cloud. During this stage, Experience Cloud imports and validates data, discards any duplicates, and reports how many units will be activated.

    Preview bulk unit data file screen showing processing results

    The input statistics show the following:

    • Count of records in the uploaded file

    • Count of records that failed validation or which are ignored due to sampling rules

    • Deleted Records — Shows only the number of deleted records.

    • Updated Records — Shows the number of units impacted by the remaining 3 operations: Activate, Deactivate, and Deactivate - exclude data.

      Note: Since you can only select one operation at a time, only one of the last 2 tiles above — Deleted records or Updated records — will show processing results.

  7. The Import complete stage reports the results of the import.

    The information shown is the same as on the Preview import file stage, except the status says "Import completed" when successful.

  8. After viewing the report you can:

    1. See a detailed breakdown of the operation.

    2. Download a report (Excel file) that provides specific details about the processing.

Bulk manage units history

The Bulk manage units history is a list of the most recent file uploads for the template. The number of files listed depends on the company's data-retention policy: older files are not available.

Bulk manage units history lists recent imports, and the details of the selected file upload

Bulk history details pane menu

Restriction: To have access to the bulk unit management tools, your account's role must have the import units, manage units, and manage importers permissions. For information, see Manage Organization and Integrations.

For the selected import, click More vertical icon. the details pane menu to view the history report, download the original data file, or download the processing report.

The details pane menu for a file upload

View import report
See a detailed breakdown of the import operation.
Download original file
Download the import file that was uploaded to create the import.
Download processing report

Download a report (Excel file) that provides specific details about the processing.