TA Topics/Themes Co-Occurrence

The TA Topics/Themes Co-Occurrence module enables you to find co-occurring Medallia Text Analytics topic and theme insights in customer feedback, and then identify the most common and impactful insights among the results. For example, a grocery store might want to see what percentage of customer responses mention the topics Tomato and Price in the same phrase. A retail company might want to see the percentage of negative-sentiment responses mentioning the Staff topic in records that include the Service theme. For more information about Text Analytics topics and themes, see Text Analytics.

Use the module's insights controls to specify a main insight and a co-occurring insight, and then click Run to search for matches. The search results show only the responses with the co-occurring insight found in the set of responses defined by the main insight. For example, the following image shows insights controls that find responses with the Communication theme (the co-occurring insight) in the set of responses that mention the Purchasing Experience topic (the main insight):

Insights controls in the TA Topics/Themes Co-Occurrence module

Note: One or both of your main and co-occurring insights must be for topics. The module does not support theme-theme co-occurrence.

There are two types of co-occurrence: "same record," which finds specified insights occurring in the same record, and "same phrase," which is more granular, as it finds specified insights occurring in the same phrase of the same record.

Report administrators can configure which modes are available by setting the CoOccurrence Matches Supported property. If both modes are enabled, users can toggle between modes in the Mentioned In dropdown. For example, in the image above the user is looking for matches at the record-level.

If the report administrator has turned the Enable Speaker Selection property on, the insights controls panel includes a Speaker field for specifying the Agent or Customer side of conversational data, such as that from Medallia Speech.

A table under the insights controls shows matches for the selected insights. The left-most column shows each possible combination of the main and co-occurring insights. Each of the columns to the right of the co-occurrences column show a metric defined by the report administrator in the Metric Multi-Selector property.

Results table in the TA Topics/Themes Co-Occurrence module

Consider using the Link to Report and Link Target properties to enable click-through to a dashboard with a Responses Feed module that has the Topic Filter with the setting Phrase Level Filtering Enabled (incompatible with ‘Single Selection Mode’ setting) selected.

With this configuration, users can find specific topic and theme co-occurrences, and then click a row in the results table to open a list of the specific records matching the co-occurrence search.

General properties

These properties define which roles can see the module, its size, and whether or not an icon appears for the module.

Roles that can see this module: Narrows the list of roles from those that can see the parent report. For example, while a report might be visible to three roles, you might want to limit visibility for a particular module in the report to one role.

Important: If you grant visualization access to a report for a specific user in User that can see this report property, when selecting a role in Roles that can see this module property at module level, the specific user's permission is overridden.
Module size: Display size of the module.
Module icon: Optional icon to display next to the module title. To remove an icon, click Clear Selection at the top of the icon selector.

Data properties

These properties determine the type of data presented in the module, and whether or not that data is filtered.

Enable Speaker Selection

When on, the Speaker filter is available in both insights, enabling the user to select the Agent or Customer in conversational data.

Available Co-occurrences

Determines which types of co-occurrence matches are available to users, Same Phrase, Same Record, or Same Phrase and Record. When the Same Phrase and Record option is selected, users can toggle between modes.

Score Field

Click Select to force the module to show data only for the question you select, or allow the module to be dynamic based on the Question selected in the control panel.

Calculation

A specific calculation (such as Average, Volume, NPS, etc.) to process the data.

Note: If a Calculation option is set at the dashboard level in the control panel, that setting overrides any Calculation or Goal Calculation option specified in the module configuration.

Co-occurrence metrics


Metric	Description
Score	The Main Score of the record, such as Likelihood to Recommend. The score (or question) is denoted in the module's sub-header and is displayed on the module with the Calculation that was applied. The score's source is defined by the Calculation filter in the report's Control panel.
# of Responses	The number of filtered records tagged to the topic or theme and the co-occurring topics or theme result. Use this metric to understand the total size of this result relative to other co-occurring topics or themes within a filtered dataset.
% of Responses	The percentage of filtered records tagged to the co-occurrence result compared to the total number of filtered records. Use this metric to understand the relative proportion of tagged records.
% of Total Responses	The percentage of responses with the selected co-occurrence result out of all responses. Important: This metric has been deprecated.
Impact Score	Indicates how much the co-occurring topics increased or decreased the overall score. It takes into account volume as well as score. Use this metric as a prioritization tool to understand the relative ranking of topics against other topics. The formula for impact score is: $\frac{[sample size of topic \times (key metric score of topic - key metric score overall)]}{(sample size overall - sample size of topic)}$ Medallia Alchemy Experience Reporting reports can calculate the impact score for various score fields, as configured by the report administrator and the report user. Legacy reports require a main score field to be configured For more information, see Configuring the impact score.
Impact Score (Scaled)	An alternative metric to Impact Score, used when the key metric at your company uses a scaled range (such as 1-5 or 0-11). Best practice is to use either Impact Score or Impact Score (Scaled), but not both. A co-occurrence result's scaled impact score indicates how much the co-occurring topics increased or decreased the overall score, multiplied by 100. It takes into account volume as well as score. Use this metric as a prioritization tool to understand the relative ranking of topics against other topics.
# Positive	The number of records tagged to co-occurrence results containing Positive or Strongly Positive sentiment. Sentiment is identified at the phrase level; while a topic may be mentioned multiple times with positive sentiment in the same record, the record only counts towards this metric once. Use this metric to understand positive sentiment when mentioning the co-occurring topics or themes.
% Positive	The percentage of records tagged to co-occurrence results containing Positive or Strongly Positive sentiment. Use this metric to understand the relative proportion of respondents favorably mentioning the co-occurring topics or themes.
# Negative	The number of records tagged to co-occurrence results containing Negative or Strongly Negative sentiment. Sentiment is identified at the phrase level; while a topic may be mentioned multiple times with negative sentiment in the same record, the record only counts towards this metric once. Use this metric to understand negative sentiment when mentioning the co-occurring topics or themes.
% Negative	The percentage of records tagged to co-occurrence results containing Negative or Strongly Negative sentiment. Use this metric to understand the relative proportion of respondents unfavorably mentioning the co-occurring topics or themes.
Net Sentiment	% Positive sentiment minus % Negative sentiment for records tagged to co-occurrence results. Use this metric to understand sentiment about co-occurring topics or themes.
Impact on Net Sentiment	The impact of a specific co-occurrence result on the net sentiment score, calculated as: $\frac{[sample size of topic \times (net sentiment score of topic - net sentiment score overall)]}{(sample size overall - sample size of topic)}$ Use this score to understand which topics or themes should be prioritized as areas for improvement.

Time period

Filters the module by the selected time period. Click Select to force the module to show data only for the time period you select. If you do not select a time period, the module uses the time period defined at the dashboard level, if one is configured. If a time period is not defined at the dashboard level, the module uses the default time period defined for the user's role.

Important: The time slices in the column may return incomplete time periods under the following conditions:

The start date of the time slice precedes the selected time period's start date.
The end date of the time slice extends beyond the selected time period's end date.

For more information on how to create and set time periods, see Timeperiods.

Reporting date

Filters the module by the selected reporting date. Click Select to force the module to show data only for the date field you select. If you do not select a reporting date, the module uses the reporting date defined at the dashboard level, if one is configured. If a reporting date is not defined at the dashboard level, the module uses the default reporting date defined for the user's role.

Data filter

Optional Basic or Advanced Data filter that restricts the data displayed in this module, regardless of the filtering options configured at the dashboard level or in the Control panel. For more information, see Module-level data filters.

Visualization properties

These properties determine the visual presentation of the module, including which graphical visualizations are available to users.

Low sample size threshold

Indicates reports with samples below the specified number.

Minimum sample size threshold

Hides data when the sample size is below this number. The sample size is the number of results. For information about optimizing sample size, see Sample size methodology.

Note: To ensure that the module displays only the results the user's role should see, enter a number greater than 0. When the Minimum Sample Size Threshold is 0, Experience Cloud displays all results.

Results per page

Number of results to display on each page of the module.

Number of decimal points to display

Number of decimal places shown for numeric values.

This option accepts positive and negative integers, and zero. Specifying a positive value increases the number of digits displayed after the decimal point. For example, specifying 1 adds a number position ("tenths") after the decimal, so a score displays as 5.0.

Specifying a negative value for Number of Decimal Points to Display causes the displayed score to be rounded to the nearest order of magnitude indicated by the absolute value of the specified number.

For example, when Number of Decimal Points to Display is set to 1, a score displays as 83.3. But when the option is set to -1, that same score displays as 80, because a number position has been removed ("ones"). This same score displays as 100 when the option is set to -2, because 83.3 rounds to 100 when evaluated from the "hundreds" number position.

Link to report

Opens another report with more detailed data, filtered by the data visible for this module.

Note: Destination reports inherit selected topic and theme values for individual topic and theme selectors only.

Click Select to add a default destination report. After adding a default destination report, in Link Target, select Full Report or Side Panel. Click Select in Default link overrides to add one or more different destination reports for specific roles. For example, you might want most roles to see a summary report, while providing a more detailed analytics report for the Insights role.

Important: If the destination report no longer exists, follow these steps to prevent errors:

Open the source module and navigate to the Link to report property.
Select a new destination report.
Save and publish these changes.
Open the source module and navigate to the Link to report property.
Set to None.
Save and publish these changes.

Link target

Whether or not a linked report opens as a Full Report in a Navigation subtab or in the Side Panel.

Footer

Text that appears in the footer of the module, under all data. Modules support plain text and Markdown. For information, see Use Markdown in report modules.

Disable Excel export

Disables the Excel export option for the module.

Disable PDF/image export

Disables the PDF and Image export options for the module.

Display metrics glossary

Displays a link in the footer to a glossary of definitions for the module's configured metrics.

Advanced Settings properties

These properties provide advanced control over how users interact with the module and its data.

View as Role: By default, users see the module and its data according to their role. However, the module can display data as seen by a different role. For example, while Managers should see the module, they might need to see data as if the module were opened by a Director. Note that the user's permissions for the selected view still apply.
Data View: Only if permission contexts are configured. A permission context that expands the data usually available to users assigned to this module.