Restriction: Full Media Capture capabilities and customization are not available in LivingLens Experience edition. Contact your Medallia representative for more information.

Medallia LivingLens Media Capture is an embeddable component that allows companies to capture video, audio and images from users. Once a customer integrates the Media Capture component into a survey, respondents can upload media to a pre-configured LivingLens channel.

The main use case is to embed the component into a survey question, allowing respondents to record or upload a media response as an alternative to writing an open-ended text response.

Media Capture is available for Insights Suite customer to embedded in any javascript-friendly survey platform (eg. Qualtrics, Confirmit, Decipher, Alchemer, etc.).

Media Capture script has two components:

LivingLens has generic integration documentation for customers to configure the script and integrate the Media Capture component into a standard HTML5 environment. LivingLens has bespoke integration guides for the Qualtrics, Confirmit, Decipher, and Alchemer survey platforms.

See Media Capture Integration guide. Password: w3PQZANjX85Z5n

Best practice is to allow at least one week for first time component set up and testing, which allows time for support and troubleshooting if needed. Customers who regularly use LivingLens often launch surveys within 24 hours of getting the required information from LivingLens.

Media Capture is region sensitive. LivingLens Australia, Canada, and Medallia Colo customers must point the component to the channel data center location using a region attribute in the HTML block. See Media Capture customization.

If a customer does not have a survey platform and is interested in Medallia support, contact Medallia Research Services.

See the following sections for information about Media Capture capabilities and configuration:

The current version of LivingLens Media Capture is v2. V2 has several functionalities including:

This is a visual example of the v2 component loaded in a survey web page, configured to capture either a video or audio response:

This is a visual example of the legacy v1 component loaded in a survey web page, configured to capture a video response or allow a video file upload:

These are the steps to implement Media Capture.

Customer Admins can activate Media Capture on any channel. See Channel management - Media Capture tab.

If your account does not have a Customer Admin, contact LivingLens Technical Support via the Medallia Knowledge Center to activate Media Capture on a channel and:

The Media Capture component requires HTTPS. The SSL certificate does not need to be signed. This is a requirement imposed by respondents' software (web browsers).
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JavaScript is required to integrate the Media Capture component into a web page/survey.

Customize the Media Capture component by setting attributes in the HTML block. Customizations include:

Important: Customers with media capture credentials (API Key and Channel Id) for a LivingLens Australia, Canada, or Medallia Colo channel must point the component to the channel data center location using a region attribute in the HTML block.

See Media Capture Integration guide (Password: w3PQZANjX85Z5n) for all attributes and descriptions.

By default, the Media Capture interface (instructional text) language is English. Customer Admins should activate all non-English interface languages for the component within LivingLens, see Channel management - Media Capture tab.

If your account does not have a Customer Admin, contact LivingLens Technical Support via the Medallia Knowledge Center to activate non-English Media Capture interface languages for a channel.
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The following languages are pre-translated and ready for use:
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Important: LivingLens is not currently able to support video/audio transcription in italicized languages.

If the interface language is not activated in both the HTML block and LivingLens channel, the Media Capture interface language defaults to English.
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The Media Capture component should work on all major and maintained browsers that support WebRTC.

Note: Due to the deprecation of Adobe Flash Player, Internet Explorer 11 and older versions of Safari are no longer supported for desktop media capture.

Medallia LivingLens brings the value of adding video capabilities to feedback. It provides an easy respondent experience and gives companies the ability to bring feedback to life using.

The percentage of respondents who select a video versus audio question, or a media response versus a text open-ended response, depends on a variety of factors. These include:

Contact your Medallia Representative for best practices about using Media Capture in a survey.

In Customer Experience (CX), as a general rule, you can expect a response rate of ~0.5%-5%, depending on how the best practices are implemented. For wider market research applications, the same principles apply but scale is usually smaller and therefore incentives can be larger, resulting in higher response rates.