Conversational transcript comment

The Conversational transcript comment field (q_conversational_transcript_comment) is a Feedback field that stores conversational transcripts, such as those between a customer and a call center agent in a chat dialog.

Conversational transcripts in reports

When added to the following reports and modules, the field displays the transcript as a two-way dialog in the report:

Format

To be displayed in reports properly, data in the field must be formatted in separate lines, with each line break representing a piece of conversation from the customer or agent. Each line must be prefaced with either CUSTOMER:, BOT:, or AGENT: to indicate the side of conversation for that line. The last line must include text after the delimiter, and invalid field data results in an error that causes the record to be discarded. For example:

AGENT: Hello, my name is Kim. May I have your first and last name?
CUSTOMER: My name is Randy.
AGENT: Thank you Randy, how you doing today.
CUSTOMER: Oh, okay, how about yourself.
AGENT: I'm doing great thanks for asking. How may I help you?
CUSTOMER: Well, maybe you can help me with my bill. I just got a bill here the other day. 

Each line break prefaced correctly with a CUSTOMER:, BOT:, or AGENT: delimiter is treated as a bubble of chat text when displayed in reports. For example:

A conversational transcript rendered in a report

Note: Some Medallia Experience Cloud connectors (such as the NICE InContact Central Chat connector) can use an additional BOT speaker in the Conversational transcript comment field. Currently, Comment Stream, Contact Timeline and TA Topics/Themes Explorer report modules that display transcripts do not support the display of the BOT speaker, and might show text for that speaker in unexpected ways, such as by combining the BOT and CUSTOMER text in the same side of the transcript. For more information about using connectors, see Connectors.

Use an Importer

A common way to populate the Conversational transcript comment field with data is to use an Importer. For example:

<import-spec inputType="CSV" name="Transcript Import">
	<input-column heading="call_id" />
	<input-column heading="q_conversational_transcript_comment" />
	<input-column heading="e_signal_type" />
	<output-column-group pluginName="Survey" recordUpdateMode="CREATE">
		<output-column>
			<input-column heading="call_id" />
			<target-field fieldId="e_call_identifier" fieldName="Call Identifier" requiredness="REQUIRED" type="STRING" />
		</output-column>
		<output-column>
			<input-column heading="q_conversational_transcript_comment" />
			<target-field fieldId="q_conversational_transcript_comment" fieldName="Conversational transcript comment" requiredness="REQUIRED" type="STRING" />
		</output-column>
		<!-- signal type -->		
        <output-column>
			<input-column heading="SIGNAL_TYPE" />
			<target-field fieldId="e_signal_type" fieldName="Signal Type" requiredness="REQUIRED" type="STRING" />
		</output-column>
		<output-column>
			<constant value="cc_agent_96" />
			<target-field fieldId="e_bp_cc_agent_unit" fieldName="Agent" requiredness="OPTIONAL" type="UNIT">
				<enumerated-field-parse-options mappingKey="IDENTIFIER" />
			</target-field>
		</output-column>
		<output-column>
			<constant value="2021-03-04" />
			<target-field fieldId="e_responsedate" fieldName="Responsedate" requiredness="OPTIONAL" type="TIMESTAMP">
				<timestamp-field-parse-options format="yyyy-MM-dd" timeZone="-08:00" />
			</target-field>
		</output-column>
		<output-column>
			<constant value="0" />
			<target-field fieldId="e_status" fieldName="Status" requiredness="OPTIONAL" type="ENUMERATED">
				<enumerated-field-parse-options mappingKey="SEQUENCE_NUMBER" />
			</target-field>
		</output-column>

		<survey-processor-options />
	</output-column-group>
</import-spec>

For more information, see Importers.