Keyboard navigation

The Topics screen and other screens support keyboard navigation for accessibility and ease of use. Using a keyboard instead of a mouse or touchpad to navigate and interact with user interface elements can be especially time-saving when creating topics.

When using keyboard navigation, selected elements are outlined or highlighted in blue or white.

• Use Tab to navigate forward one UI element, or Shift + Tab to navigate backward.

• Use the arrow keys to interact with dropdown menus and lists, and to scroll the current viewport.

• Use Return, Enter, or the spacebar to select an element, expand a list, check a checkbox, open a dropdown, or enable a toggle.

• Use Return or Enter to confirm your entry to a text input field, or Escape to cancel.

Topic settings

The Topics screen includes settings used to create and manage topics. Select > Settings on the Topics screen to open the Topic Settings dialog. The first two settings apply to your entire instance, and to all administrators working with topics. The notification setting applies only to you.

The historical data setting enables you to set when historical data begins appearing in reports after you activate or publish changes to topics. Because newer data is processed before older data, you might want that newer data to appear in reports before all of the historical processing has completed. Select from the following options:

• All the selected historical data is processed — No historical data appears in reports until all historical data has been processed.

• An amount of historical data is processed — Selecting this option causes another dropdown to appear, enabling you to select the minimum amount of historical data processing that must be completed before data begins appearing in reports.

• Immediately without historical data — New topics and published changes to existing topics are available in reports immediately after activation or publication, and historical data appears as it is processed.

The data type setting enables you to select whether your instance collects only non-conversational data (such as with surveys), only conversational data, or both types of data. Conversational data is that which has been imported to an Experience Cloud field that supports personas. For Medallia Speech, this is the Medallia Speech transcript field (q_speech_comment). For other products that support conversations (such as Medallia Conversations), this is the Conversational transcript comment field (q_conversational_transcript_comment). When using only non-conversational data, you cannot select specific speakers (Agent or Customer) in compound topic rules.

Enable email and push notifications (for mobile devices) if you want to be notified by those methods when historical-data processing completes or fails. Regardless of these settings, you always receive a notification in the Medallia Web reporting notification center.

Topic set description

Each topic set can have a topic set description, which defines the topic set's purpose, dataset, audience, and exclusions. A topic set description must be present to run topic discovery with Smart Topic Builder.

Once a topic set description has been defined or updated, it is available to be viewed on the Topics screen, and it is used to generate future output from topic discovery with Smart Topic Builder. Previously generated discovery results are not affected.

Each topic set can have one topic set description; topic sets do not have distinct descriptions for languages or segments. Topic set descriptions are not included in topic XML or CSV export data, nor can they be imported with topic XML.

Edit topics with the details pane

Expand any parent topic in the list to see its child topics. If you want to change the name of a topic, hover over the topic, and click to edit. Click the name of a child topic to open a page containing the rules defined for that topic.

Select the box next to any topic to expose more options for managing the topic. Selecting the box next to a parent topic also selects all of its child topics. For example, in the following image, the Fitting Rooms parent topic and all of its child topics are selected.

The details pane on the right shows by default for any selected topic. The details pane shows information such as the topic status, rule type, where the topic is used, the date the topic was last modified, when it was last published, and when it last had historical data processing started. Toggle Show Comments from ON or OFF to disable or enable the details pane.

Use the Rules dropdown to filter by topics that contain or do not contain rules in the Language and Segment settings set by their respective dropdowns. The default for both Language and Segment is All.

Manage topics and perform bulk actions with the topic menu

After you select topics, you can perform bulk actions on them. If you have selected multiple topics, only the buttons applicable to all selected topics appear. The topic menu in each row provides the same options for the topic in that row:

The Status column indicates the status of each topic. Possible states include:

• Draft — The topic is new, and has not yet been activated. Topics in the draft state are not available for text process, and are not visible in reports. Draft topics are available to be used in topic rules.

• Active — The topic has been published. The topic is available for text processing, and is visible in reports.

• Inactive — The topic is not available for text processing, and is not visible in reports. Inactive topics cannot be used in compound topics. Historical data for the topic is retained.

When an active topic has been edited, the topic is marked with an orange circle to indicate the topic has unpublished changes. For example:

The Topics screen includes a way to view which language and segment intersection for each topic has rules assigned. Use the dropdowns to select the Language, Segment, Rule Type, Status, and Rules. Then, select the topic for which you would like to view the rules applied. These details then appear in the summary panel.

Note: Toggle the Show Comments OFF to Show Comments ON to switch between the summary panel and the comments panel.

The Used In section indicates how many places each topic is used by other Medallia Experience Cloud entities, including topics, alerts, report modules, etc. Click the text in the Used In column to open a pop-up showing the specific entities using the topic. For example, the following image shows that a subtopic in the Purchasing Experience parent topic is used in two reporting modules. In the dialog, click an entity to open that entity for editing.

Review comment text with the Comments panel

Toggle Show Comments OFF to Show Comments ON to display comments in the summary panel area. Sort the list of comments by captured comments, uncaptured comments, or a combination of captured and uncaptured comments (All).

You can view the captured comments in the Comments panel. The comments count reflects the number of records containing the comments captured by published rules. The comments captured are across all segments for the selected language. The number of comments will be the same for all segments, but may change when switching languages. When the comment side panel is open, comments are shown for all languages and all segments. Selecting new options from the drop-downs will also change which comments are shown.