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irit_eizips
irit_eizips
Helper ⭐️
March 19, 2015

Ability to group CTAs by Priority or Reason in the cockpit

  • March 19, 2015
  • 4 replies
  • 108 views
Our CSM team frequently asks to be able to group the CTAs by reason or priority. Currently the first is impossible and the latter is only available as a "sort" option. Moreover, they would like to see trends of CTAs opened by reason over time for all customers or by customer attributes (or per a particular customer). This will help them identify whether a specific customer has similar issues repeatedly, or whether this is a cross-organizational issue and a process needs to be fixed. Therefore, built in operational dashboards that show CTA trends would be great.

      4 replies

      nick_mehta
      Gainsight Employee ⭐️
      nick_mehta
      Gainsight Employee ⭐️
      March 19, 2015
      Thanks for this - good stuff!
      sidhu
      Gainsight Employee ⭐️
      sidhu
      Gainsight Employee ⭐️
      April 3, 2015
      The ability to Group CTAs by reason or priority will be available in or before the June 2015 release.

      The other idea regarding an operation report with CTA trends is under review.
        dariabrainerd
        dariabrainerd
        Contributor ⭐️⭐️⭐️
        April 24, 2015
        Our CSM team is looking forward to being able to group CTAs by reason code. Thank you!! 
          somasekhar_bobba
          Gainsight Employee ⭐️
          somasekhar_bobba
          Gainsight Employee ⭐️
          April 25, 2015
          I think the better way to handle is to have - Predefined and Configurable CTA Views.
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