License utilization

The purpose of this guide is to define what constitutes interaction usage per Medallia Experience Orchestration interaction licensing agreement.

What constitutes an interaction in MXO?

Important: Product enhancements and new features may add, remove, or change the usages described below. Check with your CSM for the latest guidelines on interaction usage.

An interaction happens whenever MXO receives a customer-triggered event in a channel set up for behavior tracking, which includes but is not limited to:

  • Visiting your website. Browsing different pages, logging in, or clicking on content that results in content personalization based on browsing activity.

  • Using your app. Opening the app and making a purchase, checking the account information or browsing sections of the app set up to cater to customers' intent and/or preferences.

  • Calling your contact center. Upon entering the IVR, assessing intent for proper routing or providing resolution.

  • Engaging with a live agent. Delivering the next best experience to a system of work during a call, chat, or in-store interaction.

License utilization details

The utilization report allows you to view metrics about utilization across your production workspace, including information about: total utilization, number of interaction requests (by touchpoint) and number of structure API requests.
Important: The utilization report is a per-workspace report. Customers with multiple workspaces need to go through each workspace manually to get a tenant-level report.
MXO is licensed on interaction volume, not by number of channels, brands, profiles or users. Licensed interactions include the following scenarios:

  1. Logging customer events and/or triggering decisioning through the MXO JS tag or mobile SDKs.

    The MXO JS tag and mobile SDKs include interaction maps that only allow configured interactions to be passed to MXO.
    Note: It is possible to bypass interaction maps using RegEx in your interaction point configuration. These unconfigured interactions will still trigger MXO to process requests, including error reporting, and are counted as licensed interactions.

  2. Logging customer events and/or triggering decisioning through the following endpoints:

    1. Interaction and Offline interaction endpoints. Including the PUT method to the /one/oauth2/rt/api/2.0/interaction/ endpoint.
      Important: Offline Interaction endpoints were deprecated and replaced by the new Batch Interaction API. Sending events in batch via the new Batch Interaction API uses licensed interactions.

    2. Customer activity endpoints. Including the POST method to the /one/oauth2/rt/api/3.1.0/customer/{sk}/activity endpoint.

    3. Lightweight Event Listening API endpoints.

Important: MXO API routes do not have interaction maps to prevent unconfigured interaction requests from being passed. If MXO receives an unconfigured interaction point request, this will count as licensed interaction usage. MXO users must ensure that only configured interactions pass through these API routes.

Configuration considerations

The following considerations must be taken into account when configuring in MXO:

  • Interaction points with more than one function. MXO interaction points are often configured to do the dual duty of logging customer activity and orchestrating customer experiences. No matter if MXO is doing either or both, it only counts as one interaction used.

  • Multiple interaction points in a single request. It is possible to configure MXO so that more than one interaction point is triggered by a single request. For example, using both a wildcard and specifically defined interaction points for the same URL path. Although two or more interaction points are matched and processed, only one licensed interaction is consumed.

  • Online and offline optimization points. Online optimization points can be configured to return up to 25 actions and multiple online optimization points can be configured on a single interaction point. Offline optimization points only trigger a single action (if the customer is eligible) and multiple offline optimization points can be configured on a single interaction point. Regardless of how many actions are being returned or how many online and offline optimization points are configured on a single interaction point, only one interaction is used per interaction point triggered.

  • Follow-on conversations. The first interaction request will trigger a timer to start and when that timer is up, MXO itself will trigger a second interaction request. Both use up licensed interactions.

API call considerations

The following API calls do not use licensed interactions: