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A bidirectional integration that reports Invoca Signals to Medallia as Custom Dimensions, and sends Medallia’s DXA scores back to Invoca call reports.

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How it works

Sending Invoca data to Medallia Digital Experience Analytics: reports Invoca Signals to Medallia as Custom Dimensions, letting you:
  • View Invoca Signal events, like qualified calls, in Digital Experience Analytics reports
  • Use those Custom Dimensions to build new Segments in Medallia corresponding to your Invoca phone calls
  • View aggregated reports by segment, alongside Medallia metrics like DXA score, Frustration score, and Engagement score
  • Better optimize digital flows based on what’s working and what isn’t
Sending Medallia DX data to Invoca: Medallia’s DXA score rates the customer’s digital experience. Sending that score back to Invoca lets you:
  • See DXA scores for your phone calls in Invoca reports, alongside call recordings where available
  • Group similar DXA scores (Poor, Average, Good) to see how calls impacted overall purchase likelihood and satisfaction
  • Filter Signal Discovery runs by these metrics to see call topics tied to specific digital experiences

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Before you begin

Deploy both your Invoca Tag and Medallia Tracking Code to any landing pages you want to track. Plan out which Invoca Signal insights you want to send to Medallia, creating new Signals if needed. We also recommend installing the Medallia DX browser extension (Chrome and Firefox only), which automatically hyperlinks DX Session IDs — including in Invoca Reports — to make comparing records between platforms easier.

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Step 1: Capture and store the DX Session ID in Invoca

Medallia creates a unique Session ID for each visitor session. To link Invoca calls and Signals to that session, create a Marketing Data field:
  • Type: Short-text field
  • Partner (API) Name: decibel_session_id
  • Friendly Name: DX Session ID
  • Attribution model: Last Touch
Then update your Invoca Tag: find decibel_session_id in the Marketing Data table, enable it, set the Data Source Type to JavaScript Data Layer, and enter window.decibelInsight.getSessionId() as the Data Source Name. Click Save and Go Live.

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Step 2: Create a Custom Dimension in Medallia DX

Create a Custom Dimension in Medallia for each Invoca transaction type you want to send (one for Calls, one for each Signal), using these settings:
  • Name: note this exactly — you’ll need it in the Invoca Action setup
  • Description: optional
  • Type: “Boolean”
  • Scope: “Session”
  • Integration Method: “Decibel JavaScript API Call”

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Step 3: Create an Invoca Action to send data to Medallia

  1. Find the Medallia tile in the Invoca integration library and click it. If it’s under contract, click Integrate.
  2. Add a friendly name for your Medallia DX account, then choose Send Calls or Signals as Custom Dimensions.
  3. Add a friendly name for this Action — include the Signal name if applicable.
  4. Optionally filter by Profile.
  5. Choose All Calls or Signal to trigger the data.
  6. In the Medallia Custom Dimension Name field, enter the exact name of the Custom Dimension you created in Step 2.
  7. Optionally add up to two Additional Data fields — for example, Invoca Call Record ID or a Marketing Data field — to avoid cluttering the Session Details page.
  8. Click Integrate.
Repeat for each Signal you want to send.

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Step 4: Create a Medallia Segment for your Invoca data

Follow Medallia’s own documentation to create a new Segment, choosing any filters you want, then select the Custom tab, find your new Custom Dimension, and apply the filter.

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Using your integration

Once installed, view Invoca data on Medallia’s Session Details page — a granular view of an individual web session or user’s experience — where you’ll see the data your Invoca webhook passed, such as which advertiser’s website a caller interacted with before calling in.

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Where to go next

Last modified on September 25, 2026