App installation

Before you request the app installation, verify that the program meets these requirements:

• Dynamic filters are enabled. For more information about filter types, see Filters and control panels.

• The Enable MATCH processing property is selected on the Reporting > Text Processing > Topic & Theme Tagging > Settings screen.

To request the app installation, contact your Medallia Expert Services representative. Text Analytics apps and topic starter sets are frequently purchased together. If the company purchased a topic starter set, communicate this information so the topic sets and apps are installed at the same time.

Before configuring reports

Complete the following steps before configuring the reports in the installed app:

1. Ensure that your user account has the TA Packages Test Role, and has the appropriate data access.

   Use this role to test your configuration changes, and to ensure that the dashboards appear and behave as intended for the users at your company. For more information, see Roles.

2. On the Company > Profile > Company Settings screen in Medallia Setup, verify that the MainScoreField property has an appropriate field specified.

   Note: The TA Main Score K-field is installed with the app, but you are not required to use this field for the main score.

   • If you already use Text Analytics and has a K-field specified as the MainScoreField, leave this setting.

   • If there is no field specified, add the TA Main Score K-field. Then, open to the K-field screen and update TA Main Score according to the instructions in the field description.

   • If there is a Q-field specified already, replace it with the TA Main Score K-field. Then modify the TA Main Score K-field to include the Q-field. Even when there is only one program in the environment, accommodate for future expansions by using a K-field to store the value of the Q-field (instead of specifying the Q-field directly).

3. Review the existing timeperiods on your company instance, and set a benchmark timeperiod for each standard timeperiod used in reporting:

   1. Navigate to the Reporting > Time > Timeperiods screen.

   2. For each standard time period used in reporting, specify a value for the BenchmarkTimeperiod property.

      For example, suppose you have a Last 6 Months to Date time period, and you specify Prior 6 Months for the BenchmarkTimeperiod property. As a result, when a user selects Last 6 Months to Date in the Timeperiod filter, both time periods appear as columns in the Ranker report:

4. On the Reporting > Report Helpers > Calculations screen, review the settings for existing calculations. Ensure that the following calculations are present and configured correctly:

   • A company aggregate score, such as NPS, Average, or Top2Box. Verify that the following properties are configured:

     • TextAnalytics is on.

     • CompanyAggregate is on.

     • MemberRoles has the appropriate roles selected.

     Note: By default, the app installs an NPS calculation as the company aggregate score. If the program uses a main metric other than NPS (such as Average or Top X Box), select another calculation as the company aggregate score by:

     1. Turning off the TextAnalytics and CompanyAggregate properties for the NPS calculation.

     2. Turning on the TextAnalytics and CompanyAggregate properties for the calculation that matches the main metric.

   • For Impact, verify that the following properties are configured:

     • TextAnalytics is on.

     • CompanyImpact is on.

     • CalculationType is either Delta Impact or Scaled Delta Impact.

     • MemberRoles has the appropriate roles selected.

     Note: The app installs an Impact calculation of type Delta Impact. Use Delta Impact when the score is based on a percentage (such as with Top Box and NPS), and Scaled Delta Impact when the score is not based on a percentage (such as with a 1–5 or 1–10 scale). The Scaled Delta Impact option multiplies the impact score by 100 to scale it up.

   • For Count, verify that the following properties are configured:

     • ZeroDecimals is on.

     • TextAnalytics is on.

     • MemberRoles has the appropriate roles selected.

     Note: This calculation is not installed as part of the app, but is recommended. If your instance does not have this calculation, you need to manually create it.

   • For % Records, verify that the following properties are configured:

     • TextAnalytics is on.

     • CalculationType is set to Global %.

     • MemberRoles has the appropriate roles selected.

     Note: This calculation is not installed as part of the app, but is recommended. If your instance does not have this calculation, you need to manually create it.

   • For % Promoters (or %9-10), verify that the following properties are configured:

     • TextAnalytics is on.

     • MemberRoles has the appropriate roles selected.

     Note: This calculation is not installed as part of the app, but is recommended. If your instance does not have this calculation, you need to manually create it.

   • For % Passives (or %7-8), verify that the following properties are configured:

     • TextAnalytics is on.

     • MemberRoles has the appropriate roles selected.

     Note: This calculation is not installed as part of the app, but is recommended. If your instance does not have this calculation, you need to manually create it.

   • For % Detractors (or %0-6), verify that the following properties are configured:

     • TextAnalytics is on.

     • MemberRoles has the appropriate roles selected.

     Note: This calculation is not installed as part of the app, but is recommended. If your instance does not have this calculation, you need to manually create it.

5. If your company uses a metric other than NPS to calculate Impact, update the Impact R-field:

   1. Open the Reporting Fields R-fields screen.

   2. Locate the Impact R-field.

   3. Click Edit JavaScript.

   4. Update the code with the metric used by the company by picking one of the three Text Analytics R-fields templates in the R-fields library.

      

      Note: The template you choose must be consistent with the CalculationType of the CompanyAggregate calculation. For example, if the CalculationType for the CompanyAggregate calculation is NPS, then use the Impact on NPS template. For more information about the CompanyAggregate calculation, see Configuring the impact score.

Configuring dashboards in the Generic Text Analytics reporting app

All Text Analytics reporting apps are installed by the Medallia Solutions Architecture team, but you are required to complete certain steps after a app is installed.

To see the dashboards in Medallia Admin Suite, open the Web Navigation screen, and then expand the Text Analytics tab. Click a dashboard name to open it for editing. For more information, see Dashboards.

Discovery dashboard

Configure the modules in the Discovery dashboard as follows:

• Summary of Topics — In this TA Topics/Themes Snapshot module, for the Topics options property, select Use topics on control panel. For the Show score based on property, add the program-specific main score field. In the Link to Report property, link to the Topic Deep Dive dashboard included in the app.

• Topic Trends Over Time — In this TA Topics/Themes Trends Over Time module, for the Topics options property, select Use topics on control panel. For the Show score based on property, add the program-specific main score field. In the Link to Report property, link to the Topic Deep Dive dashboard included in the app. For the Which visualizations to show property, select Line and Table.

• Which Themes are Discussed More — In this TA Topics/Themes Emerging module, for the Topics options property, select Use themes on control panel. For the Show score based on property, add the program-specific main score field. In the Link to Report property, link to the Theme Deep Dive dashboard included in the app.

• Score Distribution per Topic — In this TA Topics/Themes Volume Distribution module, for the Topics options property, select Use topics on control panel. For the Show score based on property, add the program-specific main score field.

The Section Header modules in the Discovery dashboard need no configuration.

Topic Deep Dive dashboard

Configure modules in the Topic Deep Dive dashboard as follows:

• Overview of Selected Topic — In this TA Topic/Theme Summary module, add the program-specific main score field to the Show score based on property.

• Other Topics Discussed in this Topic — In this TA Topics/Themes Snapshot module, choose Use topics on control panel for the Topics options property. In the Link to Report property, link to this Topic Deep dive dashboard, which effectively refreshes the dashboard to show data for the topic users click.

• Themes Discussed in this Topic — In this TA Topics/Themes Snapshot module, choose Use themes on control panel. for the Themes options property. In the Link to Report property, link to the Theme Deep dive dashboard included in the app.

• Ranker — In this TA Topic/Theme Segment Ranker module, add the program-specific main score field to the Show score based on property. In the Segments available for ranking property, select the Q-fields and segments company stakeholders need to compare. In the Link to Report property, link to this Topic Deep Dive dashboard, which effectively refreshes the dashboard to show data for the segment users click.

• Responses — In the untitled Responses Feed module, make the following changes:

  • Add the program-specific main score field to the Main score field property.

  • In the Feed title property, select a program-specific customer name field.

  • In the Feed subject property, select a program-specific field that displays units, such as a_unit_name.

  • In the Survey scores property, add field groups and fields to display the key metrics needed by your company.

  • In the Personal information property, modify the included fields as needed by your company to identify customers.

  • Optionally, in the Survey details property, add fields to provide additional detail. For example, you might wan to include more information about the survey response itself, how company representatives interacted with customers, and what actions were taken to close the loop with customers.

Topic Comparison dashboard

In the TA Topics/Themes Comparison module of the Topic Comparison dashboard, make the following changes:

• Add the program-specific main score field to the Show score based on property.

• In the Comparison Segments property, select the Q-fields and segments company stakeholders need to compare. Generally, these fields are the same as those configured in the Ranker of the Topic Deep Dive dashboard.

• In the Feed Title property, add an appropriate unit field used as a header above specific responses. Use the same field as that used in the Responses Feed module of the Topic Deep Dive dashboard.

• In the Topic/Theme Link property, link to the Topic Deep Dive dashboard included in the app.

• In the Response Link property, link to the Responses Form report.

Topic Pivot Table dashboard

In the TA Pivot Table module of the Topic Pivot Table dashboard, configure the Available Segmentations property to include program-specific units and other fields company stakeholders need to compare. In the Link to Report property, link to the Topic Deep Dive dashboard in the app.

Theme Explorer dashboard

The opening and closing HTML modules in this dashboard need no configuration. Configure the TA Topics/Themes Explorer module as follows:

• In the Topic/Theme Link property, link to the Theme Deep Dive dashboard included in the app.

• In the Response Link property, link to the Responses Form report.

Theme Deep Dive dashboard

Configure modules in the Theme Deep Dive dashboard as follows:

• Overview — In this TA Topic/Theme Summary module, add the program-specific main score field to the Show score based on property.

• Ranker — In this TA Topic/Theme Segment Ranker module, add the program-specific main score field to the Show score based on property. In the Segments available for ranking property, add the program-specific units and other fields company stakeholders want to rank. In the Link to Report property, link to the Theme Deep Dive dashboard included in the app.

• Responses — In the untitled Responses Feed module, make the following changes:

  • Add the program-specific main score field to the Main score field property.

  • In the Feed title property, select a program-specific customer name field.

  • In the Feed subject property, select a program-specific field that displays units, such as Unit name (a_unit_name).

  • In the Survey scores property, add field groups and fields to display the key metrics needed by your company.

  • In the Personal information property, modify the included fields as needed by your company to identify customers.

  • Optionally, in the Survey details property, add fields to provide additional detail. For example, you might wan to include more information about the survey response itself, how company representatives interacted with customers, and what actions were taken to close the loop with customers.

Understanding TA dashboard

The HTML modules in the Understanding TA dashboard require no configuration. As needed, adjust the text of the Welcome Message to better suit your company.

Additional configuration for Medallia Social Feedback

For programs with Social Feedback, see Configuring Text Analytics for social media data for instructions about adding the Feedback Type filter to the dashboards in this app.

After configuring the dashboards

Complete the following steps after you have completed dashboard configuration:

1. Ensure that every role needing access to Text Analytics reporting is added to the Roles that can See this Report property of each dashboard in the app.

2. Ensure that every role needing access to Text Analytics reporting has the following reporting permissions:

   • Topic Filter in Responses
   • Topic Filter in Other Reports
   • Comment Filter in Responses
   • Comment Filter in Other Reports
   • View Comment Topics
   • View Comment Keywords

   Consider granting additional reporting permissions, as needed by specific roles. For more information, see Reporting permissions.