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 ?
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Manual CTA Routing
Best answer by Mdsingh
Hello
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
Hello
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
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