Medallia Agent Connect

Support Hero Experience Support Hero Experience Powered by AI **Medallia Agent Connect** Medallia Agent Connect is a customer feedback and quality management platform built specifically for customer service teams. Companies use Medallia Agent Connect to drive agent engagement and to measure and improve their service performance. With the Medallia Agent Connect integration, you can automatically trigger a Medallia Agent Connect CSAT survey at the end of a Gladly conversation as well as enhance your QA data with by pulling Gladly’s agent-level performance data into Medallia Agent Connect. **Improve Agent Performance** Seamlessly pull Gladly’s agent-level performance data into your coaching and QA programs to scale your service team more effectively. Team leaders will be able to manage larger pods of agents, and you’ll need fewer QA resources because of a more streamlined and effective agent feedback program. **Automatically Trigger Surveys** Make collecting feedback a breeze by automatically triggering your Medallia Agent Connect CSAT survey (via email or SMS) whenever a customer conversation is closed in Gladly. That way, you get valuable feedback from customers while the experience is still fresh for customers, without any added effort from yourself or your agents. **Give Agents Insight** With a customer’s CSAT survey results available right in the customer timeline, agents are armed with insight they can use to make a customer’s experience better, or address any concerns they expressed. This integration is built out-of-the-box in partnership between Gladly and Medallia Agent Connect. to initiate the set-up process with Medallia Agent Connect. **Privacy Overview** CookieDurationDescriptionCookieDurationDescriptionCookieDurationDescriptionCookieDurationDescriptionCookieDurationDescription CookieDurationDescription\_gaexp1 month 11 days 4 hours 16 minutesGoogle Analytics installs this cookie to determine a user's inclusion in an experiment and the expiry of experiments a user has been included in.\_uetsid1 dayBing Ads sets this cookie to engage with a user that has previously visited the website.\_uetvid1 year 24 daysBing Ads sets this cookie to engage with a user that has previously visited the website.\_vwo\_ds3 monthsThis cookie stores persistent user-level data for VWO Insights.\_vwo\_sn30 minutesThis cookie stores session-level information.\_vwo\_uuid1 year 1 month 4 daysVisual Website Optimizer sets this cookie to generate a unique id for every visitor and for its report segmentation feature. The cookie also allows to view data in a more refined manner.AWSALB7 daysAWSALB is an application load balancer cookie set by Amazon Web Services to map the session to the target.AWSELBCORS5 minutesThis cookie is used by Elastic Load Balancing from Amazon Web Services to effectively balance load on the servers.SRM\_B1 year 24 daysUsed by Microsoft Advertising as a unique ID for visitors.

Gladly is the only AI-powered customer service software built around people, not tickets. Unlike traditional ticket-based systems, Gladly uses the customer as the core record. We bring together everything you know about your customers and every interaction you’ve shared — across channels, both agent-led and AI-driven — into one continuous, lifelong conversation, resulting in more personal experiences and empowered support teams. Gladly was founded with the vision of a happier world where customers are back at the center of customer service. Today, Gladly is proud to call over 300 of the world’s most loved brands customers, including Nordstrom, Warby Parker, Crate & Barrel, Ralph Lauren, Tory Burch, Rothy’s, and more. For more on how we’re creating irrational loyalty for these brands and more, visit https://www.gladly.com/