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heather_hansen
heather_hansen
VIP ⭐️⭐️⭐️⭐️⭐️
Feb 6, 2018 6:39 PM UTC
Solved

Reporting on amount of time in CTA Statuses

We're coming across a need to be able to report on how long CTAs stay in statuses.  For example, we populate CTAs with New.  We'd like to be able to report on how long it stays in New before it is moved to another status by the CSM. Same with any subsequent moves.  
    sai_ram
    sai_ramAnswer
    Expert ⭐️⭐️
    Feb 7, 2018 10:51 AM UTC
    Hi Heather,Thanks for this use-case.could you please give some more details on what all status you would like to track and the reason for you would like to track.
    Currently there is a possible way to track how much time CTA has been open,but there is no ways to track the change of status(duration of status). 

    One possible way to track the change of status by enabling the Feed tracking in Salesforce. 
    Setup>Feed Tracking>Enable Feed Tracking for status field. 

    Please let me know if you need more help here

    Thanks for posting 
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    ibrahimijaz
    Contributor ⭐️⭐️
    Nov 17, 2023 8:43 PM UTC

    Am curious if anyone has built a solution that does not require a new object to be created

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      bradybluhm
      bradybluhm
      Gainsight Employee ⭐️⭐️
      Dec 19, 2023 6:50 PM UTC

      @mpatra I just added a PFR under Samsara for this Status change OOB functionality based on @ibrahimijaz’s ask here.

      @heather_hansen, did the work around that Dan shared 5 years ago end up working on this? Is this still a need / ask for your team as well?

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      AI on my mind!
      heather_hansen
      heather_hansenAuthor
      VIP ⭐️⭐️⭐️⭐️⭐️
      Dec 26, 2023 4:17 PM UTC

      @bradybluhm I decided I didn’t want to build a new object/process to capture all the data due to the volume involved, so we’re currently just worrying about time since last modified and not capturing time in a status except for one of our processes.  Would love to see it OOTB.

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        Wayne
        Expert ⭐️
        Dec 27, 2023 9:50 PM UTC

        You could do it without a new Object. 

         

        Would require an “Old Status”Field and then a 2 date fields for each status you have.

         

        Then build a real time rule. When the status is changed compare the Old Status field and New status field if different then push today’s date to one of the many date fields, done via API call.

         

        Then create date compare/subtract fields.

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