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gabrielaarenas
gabrielaarenas
Contributor ⭐️⭐️
August 2, 2024
Solved

Manual CTA Routing

  • August 2, 2024
  • 2 replies
  • 163 views

Is there a way to create a queue in Gainsight so that manual CTA are routed to a specific group and in a round-robin style ?

    Best answer by Mdsingh

    Hello @gabrielaarenas, 

     

    I hope you’re doing well. 

    To create a queue in Gainsight that routes manual CTAs to a specific group in a round-robin style, follow these steps:

    1. Create a User Group with the members who should receive the CTAs.
    2. Navigate to Administration > Mass Edit.
    3. Select 'Call To Action' from the source object dropdown list.
    4. Filter the CTAs to edit as needed.
    5. Click '+ACTION' in the 'Apply Actions' section.
    6. Select 'Reassign ownership'.
    7. In the 'Reassign ownership to' field, search for the User Pool and select from the list of suggestions.
    8. (Optional) Select the 'Apply to tasks' checkbox if you want to change the ownership of all tasks under the CTA.
    9. Click 'UPDATE'.The CTAs will be distributed equally among the CSMs that are part of the selected User Group, effectively creating a round-robin assignment system.

    You can refer to this link for more details. I hope this helps. 

     

    Thanks,

    Mudita 

    2 replies

    Mdsingh
    Gainsight Employee ⭐️
    MdsinghAnswer
    Gainsight Employee ⭐️
    August 5, 2024

    Hello @gabrielaarenas, 

     

    I hope you’re doing well. 

    To create a queue in Gainsight that routes manual CTAs to a specific group in a round-robin style, follow these steps:

    1. Create a User Group with the members who should receive the CTAs.
    2. Navigate to Administration > Mass Edit.
    3. Select 'Call To Action' from the source object dropdown list.
    4. Filter the CTAs to edit as needed.
    5. Click '+ACTION' in the 'Apply Actions' section.
    6. Select 'Reassign ownership'.
    7. In the 'Reassign ownership to' field, search for the User Pool and select from the list of suggestions.
    8. (Optional) Select the 'Apply to tasks' checkbox if you want to change the ownership of all tasks under the CTA.
    9. Click 'UPDATE'.The CTAs will be distributed equally among the CSMs that are part of the selected User Group, effectively creating a round-robin assignment system.

    You can refer to this link for more details. I hope this helps. 

     

    Thanks,

    Mudita 

      matthew_lind
      matthew_lind
      VIP ⭐️⭐️⭐️⭐️⭐️
      August 5, 2024

      Building on the excellent answer from @Mdsingh on how to reassign existing CTAs to a group, enjoying round-robin style benefits, the same article details how to assign newly created CTAs to a group in its next section, where you will also benefit from round-robin style assignment.

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