medallia reporting applicationmedallia.s3.amazonaws.com/ebaycs/ebaycs_user_guide... · when you...

Medallia © 2012 – Confidential and Proprietary

Medallia Reporting Application User Guide May 2013


Table of Contents

2

Accessing Medallia……………………………...............…………………........……………………....……….............…...xx

Reports Summary…………………………………………………………….....................………….…………….............…....x

User Groups……………………………………......…………………………...............……………………………...............xx

Dashboards……………………………………......…………………………...............……………………………...............xx

Responses…………………………………………………………………………...............……………….…….................xx

Satisfaction……………………………………...……………………………………………..................…………........…..xx

Profiler……………………………………………………………………………………...............…………….....................xx

Comparative Table……………………………………………..................………………………..............….......................xx

Using Filters………………………………………….…...............……………………………….…………......................…xx

Using MyReport…………………………………..................……………............................................................................xx

Using Add Dashboard……….…………….................................................................................................................xx

Exporting Reports.................…………...............……………………….............................................................................xx

Using Custom Time periods.....................………..................……………………………..................................................xx

User Preference…….....................………..................……………………………..................................................xx

Appendix – Time period & Calculation Details....…………………...............…………...........................................xx


Accessing Medallia

3

You can log into the Medallia reporting portal by pasting the following URL in your web browser (Please Bookmark the link):

https://login14.medallia.com/ebaycs

Login

You will receive a username and password from Medallia, which you can use to login.


Accessing Medallia

4

Login

When you successfully log into the Medallia portal, check your name at the top of the screen. If you are not able to login or the name on the screen is incorrect, please notify the Medallia Implementation team using the following email address:

[email protected]


Reports Summary

Dashboard: Provides a quick overview of the key indicators/data trends over time Responses: Search and view individual surveys, including verbatim comments Satisfaction: Shows all the rating scale questions and their corresponding scores based on the filters selected Profiler: Shows distribution of different customer segments (not available for all users) Action Planner: Analyze correlations between key metrics and attributes to identify improvement areas (not available for all users)


Reports Summary (continued)

Ranker: View score based rankings across organization and key survey segments (not available to all users) Documents: This tab will have the training guide, survey questionnaire, FAQs and other documents that need to be shared with users Invitations: View individual invitation details and assess responses rates


User Groups/Roles

Terminology: •  A User Group represents a group of users with the similar functional

role

•  Drives access and data scope setting in the application i.e. what reports can be accessed and what data can be seen

•  Only one User Group is assigned per user eBay User Groups

•  Reactive – Teammate, Team Leader, Supervisor, Corporate Analyst, Executive, Super User

•  eBP

•  OCS

•  US S2F


User Groups – Reporting Data Scope

Role Dashboard Responses Satisfaction Profiler Action Planner Ranker Documents Invitations

Teammate x x x x x

Team Leader x x x x x x

Manager x x x x x x x

Corporate Analyst x x x x x x x x

Executive x x x x x x

Super User x x x x x x x x

eBP x x x x x x

OCS x x x x x x

S2F x x x x x x


Dashboards tab

9

Dashboards

Click show filters to adjust the timeperiod, calculation, or segments

Key Metric

Key Metric Dials dynamically adjust for ASAT, NSAT, and sNPS

Dashboards are configured with limited data scope. Teammates will only see results assigned to them, Team Leaders will only see results for their team and so

forth. Corporate level users have access to all data


Dashboards Cont’d

Recent Responses

10

ASAT Score

Clicking on a response takes you to the Responses Form

Hovering over a response shows the comments for that response


Dashboards Cont’d

11

Key Metric Trends

Key metrics are trended over time and shown based on data scope. Hover over a data point to show the score.

Sample size and corresponding score displayed below the graph

View Details link leads to Satisfaction Table


Dashboards Cont’d

12

Distribution Bar Charts

View distribution of key metrics. For scale questions (0-10), we are displaying the %0-6 (Detractor), %7-8 (Passive), and %9-10 (Promoters).

The line represents the net score (Promoters – Detractors)

Resolution is segmented by the %Yes, %No, %I don’t know with the line showing %Yes


Dashboards Cont’d Performance Comparison Compare yourself or team to your staffgroup, work group, and call center

13

“View Details” link leads to detailed data on Satisfaction Tab

Individual/team score always displayed in blue


Responses Filter View The Responses report gives access to survey responses in real time

Sub-tabs for alternate data views

Expanding the filter view displays additional response detail in the Responses Filter list

Additional filter options for this report include score, custom filter, and text search (for more info on filters see Using Filters section)

14

Use the sort triangles wherever they appear in the application to sort data

Clicking on a response will lead to the Responses Form view with the survey details (see next page) Hover over a response to see comments


Responses Cont’d Form View This view displays individual survey response details & scores

Clicking on a survey from the Responses Filter view will lead to form view, or you can switch using tabs

Scroll through surveys

Survey scores

15

Transaction info

Note that survey questions not answered by the customer will not be displayed


Responses Cont’d Form View – Verbatims & Additional Details Comments and other survey details are further down on the Form report

Survey Verbatims

Additional survey details (Unanswered questions will not display)

16


Satisfaction Table This report shows all the rated questions and their scores based on the filters selected.

Navigate using these tabs

The Benchmark selector allows you to compare scores with the scores of another Zone, Region, Site, Channel, or previous time period

17

Sample size is displayed here, red numbers = less than 35 responses

Score difference


Satisfaction Cont’d Graph This report provides satisfaction results in a time series graph.

Select a question or question group in the Question filter dropdown menu

18

Hovering over a data point will display details Clicking on an item in the legend will hide that item from the graph


Satisfaction Cont’d Distribution Displays score ranges graphically

19

Color coding visually indicates the range of responses from high scores (green) to neutral scores (yellow) to low scores (red)


Satisfaction Cont’d Compare Comparison of scores versus a benchmark

20

Green and red bars show better or worse performance than benchmark

Select a benchmark from the dropdown


Profiler !Table Shows customer segmentation data in tabular form

21

As with Satisfaction, filter for benchmark is available


Profiler !Graph Shows customer segmentation in graphical form

22

Adjust the Member Attributes filter to change the graph


Action Planner!Action List List the key attributes and impact on key metrics with improvement

23

Use the filters to set time, segments, and outcome variable. Be sure to select enough sample to yield results

Modify your goal by attribute to estimate impact on key metric

View estimated impact on key metrics


Action Planner!Action Plot View the strengths and weaknesses of the attributes

24

Use the filters to set time, segments, and outcome variable. Be sure to select enough sample to yield results

Adjust the graph axis to zoom in and out of different attrbites

Hover over attributes to identify key data points regarding the analysis


Ranker!Shows ranking of hierarchy data and other key survey segmentations

25

Select the area to rank by from the options below the navigation bar

Use the filters to set time, question(s), segments, benchmarks, or calculations

Dynamically sort the table by selecting the arrow at the top of the table


Documents!Download training guides and other materials

26

Select the documents tab to view the materials

Click the view or download tab to select the matieral


Invitations!Filter Shows status of individual survey invitations

27

Use the hierarchy to narrow selection of invitations

Use the filters to set time, segments, or run a custom query

View individual invitation status or click the record to view additional


Invitations Cont’d!Record Shows invitation details

28

Use the arrows to page through records

View invitation details


Invitations Cont’d!Ranker View Response Rates

29

Use the filters to select time, segments, or set the hierarchy area in which the below table will rank

Use the arrows to dynamically sort the table by the available categories and view the response rate results from the selection above


Using Filters Overview Filters appear at the top of each report

Users must press “Run” after selecting filter settings for changes to take effect

The filter values you set will carry forward as you move through the application to other reports. You must modify your drop-down selections and hit “Run” to change the filtering. Filters vary between reports. Some are available on all pages, others are specific to a single report or range of reports.

eBay Organizational Hierarchy

Survey Segmentations

30

“Reset” returns filters to their default settings

You can “slice and dice” your data in any report by using filters. Two sets of filters are available to you:


Using Filters

31

Organizational Hierarchy Dropdowns

Select any teammate or subset of the hierarchy on any report. You can also search to locate items quicker.


Using Filters

32

Historical surveys will be marked with (I)

If a teammate on a team moved to a different area, the old surveys will stay with the previous area and will become ‘historical’.

Organizational Hierarchy – Teammate (history) This filter allows you to see historical surveys for a site


Using Filters Organizational Hierarchy – Teammate(history) This filter allows you to see historical surveys for a teammate

33

If you select this location in the ‘Site/Team’ filter after the change, you will only see the surveys after the change

To see all the surveys for the site (new and historical), select the historical version of Site data from the ‘Site (history)’ filter and select ‘All’ in the ‘Site/Team’ filter.


Using Filters

34

Custom Groups

The Custom Groups dropdown allows the use of user-configurable groups chosen from the organizational hierarchy

Selecting the dropdown will display saved custom groups as well as options for editing and creating new groups. For more information, see Using Custom Groups


Using Filters

Step 1: Select Create New group from the Custom Group dropdown

35

Step 2: A pop-up menu will allow the user to save a selection from available choices Shuttle over the desired choices from the left menu into the right menu using the arrows Use the Save button to store the new group

Step 3: Access and manage your custom groups using the dropdown

Creating a new Custom group


Using Filters Editing or copying existing Custom groups

Step 1: Select an existing Custom Group

36

Step 3: Edit the group as before by adding or removing group members and hit save to store changes Alternatively “Save as New Group” can be selected to copy an existing group or modify a group without changing the original settings

You can delete the group as well

Step 2: Select the Edit link which will appear when a group is selected


Using Filters

37

Standard & Custom Time Periods

A range of standard time periods are available from the Time period dropdown. Choose one and hit Run to restrict data to that timeframe

Users can also have two Custom Time Periods, which are saved within the application. For more information, see Using Custom Time periods


Using Filters

38

Survey Drill Down This dropdown allows segmentation of reports by a range of available data such as Problem Resolution, Number of Times Contact, and CLV There are two Segment menus, Member Segment and Member Segment 2. This allows selection of two parameters at the same time. This example shows how you can CLV = Primarily Buying and Channel = Phone


Using Filters

39

Calculation

The Calculation menu provides the option to view scores based on a certain calculation. It is available for Profiler, Satisfaction, & Ranker.


Using Filters

40

Benchmarks & Questions Benchmark Filter: Compare scores with the scores of another area of the hierarchy or previous time period This filter is available for Satisfaction & Comparative Table reports.

Questions Filter: Use the Questions filter to display results for individual questions on the Satisfaction and Profiler Graphs or to rank by scores for individual questions in Comparative Table.


Using Filters

41

Search !

The Search bar allows queries to be run on the Responses Filter view to search for specific surveys or types of surveys

Clicking the Question Mark icon brings up a help menu containing the available fields for search, some example queries, and notes about how the Search function works

In this example search bar, the phrase “claim” finds all survey responses with that phrase in the comments


Using Bookmark

42

Save your favorite or commonly used reports

Step 1: Run the report with the selected filters you’d like to save Step 2: Select the Bookmark button or the Bookmark this page button

Step 3: Name your report in the highlighted area Step 4: Access and manage your report in the Bookmark dropdown menu (highlighted here in red)


Using Add Dashboard

43

Add new modules to the dashboard Step 1: Click the +Add Dashboard link. This will lead to the MyDashboard screen Step 2: Select the Add Module button

Step 3: A pop-up window will display the available module types. Select one to be taken to the editing screen.


Step 4: Use the filters to select the parameters of your new module. Click Save or select Pick a Different Type of Module.

Using Add Dashboard

44

Add new modules to the dashboard

Your new module is now available on the MyDashboard tab. Click the gear icon to rename or delete dashboards.


Exporting Reports

45

Reports can be exported in PDF or Excel format

Export functionality is available for Responses, Satisfaction, Profiler, and Comparative Table tabs, as well as individual modules on Dashboards

Step 1: Run the report you’d like to export data from Step 2: Select the Export button The export will contain all data visible on the screen


Using Custom Time Periods Select your own date ranges

46

To create a Custom Time period: Step 1: Select New Custom Time period from the Time period dropdown

Step 2: Enter the desired date ranges in the pop-up window, then hit save Step 3: Access the new Custom Time period from the Time period dropdown

Step 4: Edit existing custom time periods using the Edit button