What does this integration do?

Zingle's Medallia Experience Cloud (MEC) integration allows customers to analyze their Zingle conversations and survey results in MEC.

For Conversations

A Zingle conversation consists of the ALL of the following conditions:

  1. An inbound message from a customer that opens the conversation.

  2. At least one outbound message from Zingle to the customer. (an outbound automated message doesn't count)

  3. A closed conversation after the customer issue is resolved.

Once the integration is set up, any conversation that meets the above criteria will be automatically sent to MEC as a Feedback record.

For Surveys and Zings

Separate from Conversations, survey question results from Zingle can be automatically sent to MEC. Furthermore, any non-survey Zing execution can send a record to MEC.

Overview

  1. Through the Zingle configuration settings, a specific MEC Enterprise Program is selected, indicating where Zingle conversations and Zing results will be sent. Once a program is selected, the Zingle integration automatically adds all required fields to the specific program in MEC. (custom fields can be mapped as well)

  2. As conversations are "closed" in Zingle or surveys are completed, they are automatically sent to the specified Enterprise Program in MEC.

  3. In MEC, the following areas of the product will now include Zingle conversations:

  • Standard Reports

    • Responses Filter

    • Responses Form

  • Modules

    • Customer Timeline

    • Recent Responses

    • Response Feed

    • Verbatims

    • TA Verbatims

    • Comment Stream

    • TA Comment Stream

    • TA Comparison

    • TA & Theme Explorer

Example of a Zingle conversation in Responses.

Example of a Zingle conversation in a Profile

Prerequisites

You'll need a few things before you get started.

  1. This integration allows a single Zingle service to send conversation and/or Zing data to MEC. If you are using a Zingle Organization where multiple services are managed under one Organization in Zingle, please contact your Success Manager to set this up.

  2. Ensure the Medallia integration is added to your service as a feature. Please check with your Success manager. You can verify by browsing Admin Settings > Integrations. If you don't see an option for Medallia, the integration hasn't been added to your service.

  3. The MEC Zingle BPP must be installed in your MEC instance before setting up the integration on the Zingle side. (BPP requires MEC version e679 or later)

  4. Base URL of your MEC instance, e.g., https://companyname.medallia.com/instancename

  5. MEC Client ID Learn more.

  6. MEC Client Secret Learn more.

  7. You'll need to be an Administrator in the Zingle service.

  8. You'll need the Unit ID of the Medallia Unit where you want your conversations and/or Zing results to be sent. Unit ID can be found in Unit Info of the Admin Suite in Medallia.

Setup

Connection

  1. As a Zingle Administrator, access the integrations page within your Zingle service. (Admin Settings > Integrations)

  2. Locate the Medallia integration and click to set up. If you don't see the Medallia integration in the list of integrations, please contact your Success Manager.

  3. Click the enable button.

  4. Paste in your Medallia URL, client ID, and client secret.

5. Click the Save + Activate button.

6. Now, enter the Medallia Unit Id. The Unit Id specifies which Unit in MEC the conversations and/or Zing data from this service will be associated with. Click the Save + Active button.

How to configure Conversations to be sent to MEC

  1. Browse to the Conversations tab.

  2. Select a Medallia Program in the dropdown. This is the program where Zingle conversation chat transcript records will be sent.

  3. Optionally map static values. This step/section is optional but can be used to set user-defined static values to be sent to MEC with each conversation record.

  4. Optionally map Contact fields. This step/section is also optional but can be used to map Zingle Contact fields to MEC fields. If mapped, the Contact field values in Zingle will populate the MEC fields with each conversation record.

  5. When finished, click the Save + Activate button.

  6. Now, each time a conversation is closed in Zingle, the chat transcript, plus any fields mapped here, will be sent along to MEC.

How to configure Surveys/Zings to be sent to MEC

  1. Browse to the Zings tab.

  2. Select a Medallia Program in the dropdown. This is the program where Zingle survey records will be sent.

  3. Optionally map static values. This step/section is optional but can be used to set user-defined static values to be sent to MEC with each survey record.

  4. Map Zing fields. Select the Zing that you want to use. Selecting a Zing with one or more survey questions will allow you to map each Zingle survey question to a field in MEC. If you select a non-survey Zing, you'll have the option to map the Zing name or ID (this can be used to "count" the number of times a specific Zing was executed and can be helpful in MEC to track metrics, such as the number of check-in automation run.)

  5. Optionally map Contact fields. This step/section is also optional but can be used to map Zingle Contact fields to MEC fields. If mapped, the Contact field values in Zingle will populate the MEC fields with each survey/Zing record.

  6. When finished, click the Save + Activate button.

  7. Once a survey is completed or a Zing is executed in Zingle, the mapped field information will be sent to MEC.


MEC Setup

CONVERSATIONAL TRANSCRIPTS IN MEDALLIA REPORTS

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

FORMATTING

To be displayed in reports correctly, 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: or AGENT: to indicate that line's side of the conversation. 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: or AGENT: delimiter is treated as a bubble of chat text when displayed in reports. For example:

How to add and display Zingle data on Medallia reporting modules:

Medallia Experience Cloud has introduced a new Q_field “The Conversational transcript comment” (q_conversational_transcript_comment), which is used to store conversational transcripts, such as those between a customer and a call center agent in a chat dialog.

To see conversational transcripts (such as from Zingle) on the above-mentioned Medallia reports, admins need to add the Conversational transcript comment field (q_conversational_transcript_comment) to these modules. The system automatically renders the entire conversation between the agent and the customer.

  • TX Profiles has a special configuration that requires adding this field to an Experience Program before it can be added to the Contact Timeline reporting module.


If you need any help with configuring any of the above-listed Medallia Reporting modules, please refer to these links:

Learn more about analyzing Zingle conversations in MEC 👇

Did this answer your question?