Currently there ability to calculate the age of a CTA is possible, but the ability to calculate the Age of a Task or between Tasks is not. We've recently developed a Customer Journey Map that we use CTAs/Playbooks/Tasks to guide customers through their journey. Some metrics our executives are interested in seeing include how long, on average, it takes a Customer to complete a Task, Stage, and complete journey. We have the ability to determine the entire length of their journey and the length they are in a particular Stage, but do not have the ability to determine how long a customer took to go from Task X to Task Y.
We currently generate age outside of Gainsight using excel formulas. If this capability was added to Gainsight's reporting capabilities, it would provide insight for us and others more easily.
Current Behaviour
Ability to Calculate Age between Tasks
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