Stripe Connect Activity 5 Medallia Activity

is a performance and data management software designed for Team Leads, Quality Analysts and Agents.

Answer explanation

Introduction to Medallia

Medallia is a performance and data management software designed for Team Leads, Quality Analysts and Agents.

Each role will use Medallia slightly differently and have access to different sets of features and functionality. This training focuses on the Agent role.

What does AC Mean?

Answer explanation

Although we use the name "Medallia" - the Medallia tool you'll be accessing is called Agent Connect - AC for short! What is AC you ask? Flip the card for a high level overview:

is a platform for you to track your CSAT, UIQ score, reviews and other helpful data for you to stay on top of your own performance!

Answer explanation

AC Agent Connect

______ tab shows you all of your performance data in a blended format. It's an all in one place to see how you're doing!

Answer explanation

The Stream tab shows you all of your performance data in a blended format. It's an all in one place to see how you're doing!

__ tab is where your reviews get granular! By checking daily you can stay on top of your quality reviews in this section.

Answer explanation

The QA tab is where your reviews get granular! By checking daily you can stay on top of your quality reviews in this section.

_:_s tab is where you and your team lead will connect. Your team lead will use this space to provide you coaching, feedback, kudos 🎉 and more.

Answer explanation

The 1:1s tab is where you and your team lead will connect. Your team lead will use this space to provide you coaching, feedback, kudos 🎉 and more. You now have the opportunity to go into a 1:1 sessions with your team lead better prepared.

This is where your performance is broken down in great detail. Here you'll find the following categories:

Your CSAT average (1-5)

• Star Rating

• QA Score

• Percent Five Star

• Percent One Star

Answer explanation

This is where your performance is broken down in great detail. Here you'll find the following categories:

• Star Rating = Your CSAT average (1-5)

• QA Score = Your UIQ review performance

• Percent Five Star = Your CSAT ratio of five-stars

• Percent One Star = Your CSAT ratio of one-stars

You can specify and date range or leave as default. Clicking "View Metric Detail" will show you a finer breakdown of your performance metrics.

This is where your performance is broken down in great detail. Here you'll find the following categories:

Your UIQ review performance

• Star Rating

• QA Score

• Percent Five Star

• Percent One Star

Answer explanation

This is where your performance is broken down in great detail. Here you'll find the following categories:

• Star Rating = Your CSAT average (1-5)

• QA Score = Your UIQ review performance

• Percent Five Star = Your CSAT ratio of five-stars

• Percent One Star = Your CSAT ratio of one-stars

You can specify and date range or leave as default. Clicking "View Metric Detail" will show you a finer breakdown of your performance metrics.

This is where your performance is broken down in great detail. Here you'll find the following categories:

Your CSAT ratio of five-stars

• Star Rating

• QA Score

• Percent Five Star

• Percent One Star

Answer explanation

This is where your performance is broken down in great detail. Here you'll find the following categories:

• Star Rating = Your CSAT average (1-5)

• QA Score = Your UIQ review performance

• Percent Five Star = Your CSAT ratio of five-stars

• Percent One Star = Your CSAT ratio of one-stars

You can specify and date range or leave as default. Clicking "View Metric Detail" will show you a finer breakdown of your performance metrics.

This is where your performance is broken down in great detail. Here you'll find the following categories:

Your CSAT ratio of one-stars

• Star Rating

• QA Score

• Percent Five Star

• Percent One Star

Answer explanation

This is where your performance is broken down in great detail. Here you'll find the following categories:

• Star Rating = Your CSAT average (1-5)

• QA Score = Your UIQ review performance

• Percent Five Star = Your CSAT ratio of five-stars

• Percent One Star = Your CSAT ratio of one-stars

You can specify and date range or leave as default. Clicking "View Metric Detail" will show you a finer breakdown of your performance metrics.