Configuring which fields are searchable in reports

By default, Medallia Experience Cloud includes a Searchable Fields (completed surveys) report module defined for all users, with a child report item that makes the Survey ID, Email, and Phone fields searchable in reports. Searchable fields are set globally for all reports in your instance, so if you want to add or remove fields from search, modify the provided report module.

1. Open the Reporting > Reports > Standard Report Modules screen.
2. Click the child report item under the Searchable Fields (completed surveys) report module.
3. On the Add/Remove tab of the Selected Fields table, select the fields you want searchable and then click Add.
4. Click Save.
5. In the MemberRoles property, select all roles by moving them to the right-side box.

   

6. Re-index your Medallia Experience Cloud instance's set of searchable field data:
   1. Open the Reporting > Report Helpers > Lucene screen.
   2. Turn on the Enable TALL_SET for lucene (invitations indexing) property, and then click Save.
   3. Turn on the Confirm property, and then click ReloadFullTextIndex.

      For more information about using the Lucene report helper, see Lucene.

7. Add the module to a Responses standard report, as described in Creating standard reports for your Responses reports.

Selecting which comment fields appear in Responses reports

The fields you select appear in the Customer Comments column of Responses List reports, and in the Comments section of Responses Form reports. These fields are also searched when using the Search field in Responses List reports.

1. Open the Reporting > Reports > Standard Report Modules screen.
2. Click New Standard Report Module.
3. For the Kind property, select Comment fields.
4. Enter a Name and a Priority. The Name will be displayed as the section header in Responses Form reports. 

5. If you are using Medallia Voices, enter a number for the RIPriority property.

6. If you want the comments fields you will select for this module to appear in Recent Responses dashboard modules, or if your company uses Medallia Mobile, select which roles should see this module by moving those roles to the right side of the MemberRoles property.
7. Leave the Create Skeleton property turned on, and then click Save. Medallia Experience Cloud automatically creates a child report item.
8. Select the new child report item.
9. Enter a Priority.
10. On the Add/Remove tab of the Selected Fields table, select the fields you want visible and then click Add. These fields must have a COMMENT or TRANSLATABLE_COMMENT ContentKind for its alternative set.
11. On the Sort tab, reorder the columns from top-to-bottom as you want them to appear in Responses Form reports.
12. If you want the Comments section to be hidden in Responses Form reports when there are no comments to display, turn on the HideUnanswered property.
13. Click Save.
14. Add the module to one or more Responses standard reports, as described in Creating standard reports for your Responses reports.

Setting the customer header in Responses Form reports

The Customer section of Responses Form reports includes a header to identify the customer who submitted that feedback. You determine what field is used to populate that header by creating a Responses Form customer name report module.

1. Open the Reporting > Reports > Standard Report Modules screen.
2. Click New Standard Report Module.
3. For the Kind property, select Responses Form customer name.
4. Enter a Name and a Priority.
5. If your company uses Medallia Mobile, in the Member Roles property choose the roles that will use this report module.
6. Leave the Create Skeleton property turned on, and then click Save. Medallia Experience Cloud automatically creates a child report item.
7. Select the new child report item.
8. Enter a Priority.
9. On the Add/Remove tab of the Selected Fields table, select the field you want used as the header, and then click Add.
10. Click Save.
11. Add the module to a Responses Form standard report, as described in Creating standard reports for your Responses reports.

Configuring the Survey Score in Responses Form reports

The Customer section of Responses Form reports includes a score for the feedback submitted by that customer. You determine what field is used to populate that score by creating a Responses Form survey score report module.

1. Open the Reporting > Reports > Standard Report Modules screen.
2. Click New Standard Report Module.
3. For the Kind property, select Responses Form survey score.
4. Enter a Name and a Priority.
5. If your company uses Medallia Mobile, in the Member Roles property choose the roles that will use this report module.
6. Leave the Create Skeleton property turned on, and then click Save. Medallia Experience Cloud automatically creates a child report item.
7. Select the new child report item.
8. Enter a Priority.
9. On the Add/Remove tab of the Selected Fields table, select the field you want used as the score, and then click Add. This field must have an ENUMERATED ContentKind for its alternative set. The BoxColor property of each alternative determines the color of the number.
   Note: If you select a K-field, an information icon appears next to the score value on the Responses Form report. When a user hovers over that icon a tool tip appears, beginning with "This score is composed of:" followed by the Description property of the K-field you selected (defined on the Reporting > Report Helpers > Fields > K-Fields screen). 
10. Click Save.
11. Add the module to a Responses Form standard report, as described in Creating standard reports for your Responses reports.

Configuring the Survey Subject

If you are using Medallia Voices, consider using a Responses Form Survey Subject report to add a survey subject to the bottom-right of the screen. You might use this, for example, to list the unit or survey type.

This module also affects the Responses Form report in Medallia Web reporting and Medallia Mobile. In Medallia Web reporting, this module adds the survey subject in a Voices Subject section. In Medallia Mobile, this module adds the survey subject under the survey-taker's name.

Selecting which fields appear in the Personal section of Responses Form reports

Consider including customer-related information (such as First Name, Last Name, Phone Number, Email Address, and so on) on the left side, and and survey information (such as Response Date, Transaction Amount, and so on) on the right side.

1. Open the Reporting > Reports > Standard Report Modules screen.
2. In the Filter by Kind / Workspace dropdown select Responses Form Personal section.
3. Review the report modules and report items already available to see if you need different sets of fields in columns for different roles. If you need to provide a different set of columns, complete the remaining steps in this procedure for each new set.
4. Create a new Responses Form Personal Section report module to define role access.
   1. Click New Standard Report Module.
   2. For the Kind property, select Responses Form Personal section.
   3. Enter a Name and a Priority.
   4. If your company uses Medallia Mobile, in the Member Roles property choose the roles that will use this report module.
   5. Leave the Create Skeleton property turned on, and then click Save. Experience Cloud automatically creates a child report item.
5. Select the first set of fields for this report module. You can create multiple child report items, each specifying a different set of fields. The fields you select for each report item appear in a column on Responses Form reports. If you have only one child report item, all of its fields appear in a single column. If you have multiple child report items, each set of fields appears in a different column, left-to-right in the order they are listed under their parent report module.
   1. Select the default child report item.
   2. If you want to rename the report item, enter a new Name. For example, if you want the list of fields specified here to be in a left column, you might name it Left.
   3. If you plan to add other child report items, consider whether you need to change the value of the Priority property. A lower Priority value keeps this child report item higher in the order than its sibling report items. Therefore, if you plan on displaying left and right columns of fields, ensure that the report item for the left column has a lower Priority value than the report item for the right column.
   4. On the Add/Remove tab of the Selected Fields table, select the fields you want displayed and then click Add.
   5. On the Sort tab, reorder the columns from top-to-bottom as you want them to appear in Responses Form reports.
   6. Click Save.
6. If you want to add a new display column of fields, complete the following sub-steps:
   1. Select the parent report module.
   2. Click New Report Item.
   3. Enter a Name, such as Right for a right-side column of fields.
   4. Enter a Priority, and then click Save.
   5. On the Add/Remove tab of the Selected Fields table, select the fields you want displayed and then click Add.
   6. On the Sort tab, reorder the columns from top-to-bottom as you want them to appear in Responses Form reports.
   7. Click Save.
7. Add the module to a Responses Form standard report, as described in Creating standard reports for your Responses reports.

Configuring the Problem section of Responses Form reports

Configure a Problem section to help staff understand and track information about and how well a company helped resolve a customer's problem. For example if a customer's response generated an alert, you might want to track information about the root case of the problem, and whether staff was able to reach a resolution that satisfied the customer.

1. Open the Reporting > Reports > Standard Report Modules screen.
2. Click New Standard Report Module.
3. For the Kind property, select Responses Form Problem section.
4. Enter a Name and a Priority. The Name appears as the section heading in Responses Form reports.
5. If your company uses Medallia Mobile, in the Member Roles property choose the roles that will use this report module.
6. Leave the Create Skeleton property turned on, and then click Save. Medallia Experience Cloud automatically creates a child report item.
7. Select the default child report item.
8. Enter a Name and Priority.
9. On the Add/Remove tab of the Selected Fields table, select the fields you want displayed and then click Add.
10. On the Sort tab, reorder the columns from top-to-bottom as you want them to appear in Responses Form reports.
11. If you want fields with no value to be hidden in Responses Form reports, turn on the HideUnanswered property.
12. Click Save.
13. Add the module to a Responses Form standard report, as described in Creating standard reports for your Responses reports.

Selecting which fields appear in the Profile section of Responses Form reports

Configure the Profile section to display more information about the customer's responses. For example, you can group answered questions into categories (such as Key Metrics or Factors Important for Deciding Purchase) to help you understand this customer's experience.

1. Open the Reporting > Reports > Standard Report Modules screen.
2. Click New Standard Report Module.
3. For the Kind property, select Responses Form Profile section.
4. Enter a Name and a Priority.

   The Name appears as the section heading in Responses Form reports.

5. If your company uses Medallia Mobile, in the Member Roles property choose the roles that will use this report module.
6. Leave the Create Skeleton property turned on, and then click Save. Medallia Experience Cloud automatically creates a child report item.
7. Create children report items for each set of questions you want to display. You can create multiple child report items, each specifying a set of questions. Start with the default child report item.
   1. Select the default child report item.
   2. Enter a Name that describes the questions. For example, Key Metrics. The Name appears as a subheading in the Profile section.
   3. Enter a Priority, which determines the order this subsection appears, relative to other subsections you create for other child report items. A lower Priority value keeps this child report item higher in the order than its sibling report items.
   4. On the Add/Remove tab of the Selected Fields table, select the questions you want displayed and then click Add.
   5. On the Sort tab, reorder the columns from top-to-bottom as you want them to appear in Responses Form reports.
   6. If you want unanswered questions to be hidden in Responses Form reports, turn on the HideUnanswered property.
   7. Click Save.
8. Add the module to a Responses Form standard report, as described in Creating standard reports for your Responses reports.

Configuring Rapid Response functionality

Configuring Rapid Responses enables users to respond directly with customers to discus and potentially resolve problems they submitted as part of their feedback. Users click Respond on the Responses Form report, select an email template, and then compose and send an email to reach out to the customer directly. By default, Medallia Experience Cloud uses the value of the e_email field when emailing the customer.

1. Create a Responses Form Respond email report module, containing a field that has an email alternative set. Additionally, the field must be displayed in Responses Form reports. for this reason, consider adding the field to the Personal section as described in Selecting which fields appear in the Personal section of Responses Form reports, above.
   1. Open the Reporting > Reports > Standard Report Modules screen.
   2. Click New Standard Report Module.
   3. For the Kind property, select Response Form Respond email.
   4. Enter a Name and a Priority.
   5. Leave the Create Skeleton property turned on, and then click Save. Medallia Experience Cloud automatically creates a child report item. 
   6. Select the default child report item.
   7. Enter a Name and Priority.
   8. On the Add/Remove tab of the Selected Fields table, select the field you want to use for the customer email address, and then click Add. That field must have an EMAIL ContentKind for its alternative set.
      Important: Add one field only. If you add more than one field, only the top-most field in the order is used.
   9. Click Save.
   10. Add the module to a Responses Form standard report, as described in Creating standard reports for your Responses reports.
2. Optionally, configure the Rapid Response reply email address. By default, all rapid response emails are sent from noreply@app.medallia.com. If you want to use a different reply email address, complete the following steps:
   1. Open the Reporting > Action > Rapid Response > Settings screen.
   2. Enter a medallia.com email address for the RapidResponseReplyEmail property.
   3. Click Save.
3. On the Reporting > Action > Rapid Response > Emails screen, create an email template to use for Rapid Responses. For detailed information about creating email templates, see Templates.

After you have configured rapid responses, consider using Rapid Response A-fields in a custom report to display Rapid Response statistics. For more information about Rapid Response A-fields, see A-fields. For information about creating custom reports, see Custom reports.

Enabling Enhanced Responses

The Enhanced Responses group of optional features enhances Responses reports to be more like an email Inbox, enabling you to better organize feedback. For more information, see Enhanced responses.

1. Open the Reporting > Action > Rapid Response > Settings screen.
2. To enable the CC field in Rapid Responses, turn on the CC field in Enhanced Rapid Response Mode property.
3. To enable the Private mode in response tracking, turn on the Private Mode in Enhanced Rapid Response Mode property. By default, Medallia Experience Cloud uses the Public mode. 
4. Optionally, configure other Rapid Response settings as detailed in Rapid Response settings, and then click Save.

5. Assign roles the Send Rapid Response Email capability.

6. For roles that need to attach files to Rapid Responses, assign the Add Attachments on Followup Email permission.

Creating standard reports for your Responses reports

You must create role-based standard reports to contain the modules you created in earlier procedures. Medallia recommends that if you create a Responses List report, you also create a sibling Responses Form report, so when users click a row in the Responses List report they can see detailed information in a Responses Form report.

1. Open the Reporting > Reports > Standard Reports screen.
2. Click New System Report.
3. For the ReportType property, select the report type you want to create.

   For example, Responses Form.

4. For the MemberRoles property, choose the roles that can use this report by moving them to the right-side box.

   A draft is saved automatically when you assign roles.

5. Complete the following steps for each standard report module you want to add to the standard report:
   1. With your new report selected in the list, click Add System Report Module.

      A new module is added as a child item of your standard report.

   2. In the SystemReportModule property, select the report module you want assigned to the report.

      The list of available reports is limited to the report modules appropriate for the standard report type.

   3. Click Save Draft.

   4. For the Restrict to Roles property, grant access to one or more roles by moving them to the right-side box.

      The roles you select for the module can be a subset of the roles with permission to use the parent standard report.

6. Repeat this procedure for other standard reports you want to create.

7. When you are ready to make your report available to users, publish the standard reports and their modules, and then assign the standard reports to subtabs in report navigation. For more information, see Navigation.

Configuring which roles can use additional Responses report functionality

Basic access to Responses List and Responses Form reports is defined by the roles you assigned to Responses standard reports. However, some Responses report functionality requires you to grant additional specific capabilities.

1. Open the Company > Users > Roles > Roles screen.
2. Select a role.
3. For the MemberCaps property, choose one or more of the following capabilities by moving them to the right-side box, and then click Save:
   • Enable Batch PDF — Allows the role to export Responses reports. PDF exports are based on the filtered list of responses displayed in the report, and can include a maximum of 100 responses.
   • View Read by Others — Allows the role to see which other users viewed a record, including those users' names and email addresses. In Medallia Alchemy Experience Reporting, this appears in the navigation bar of the Responses Form report. In classic reporting, it appears in the Activity Log of the Responses Form report.
   • Exclude Surveys — Makes the Exclude button available on the Responses Form report.
   • View Excluded Surveys — Allows the role to view excluded surveys.
   • Send Rapid Response Email — Makes the Respond button available on the Responses Form report. Alternatively, assign the Send Followup Email permission in Admin Suite.

   • Send Attachments on Rapid Response Email — Allows the role to add attachments to Rapid Response Emails. Alternatively, assign the Add Attachments on Followup Email permission in Admin Suite.