Reporting on amount of time in CTA Statuses

Hi Sai Ram,

Thanks for this.  So, if I enable feed tracking for Status, how would I then build a report to see the data I'm looking for?  I don't have SF Admin rights, so I'll have to submit a request to my IT team, and just making sure that this solution will work before I do so.

Thanks for the quick response!

For additional details:  We have a process where if a CSM is having issues getting a customer to schedule an EBR or On-boarding call, they can select the a status we created called Escalated to Leader.  We then have a internal Copilot outreach set up to send an email notification to the leader about CTAs in that status so that they can help resolve.  We're looking to be able to report for on how long the CTAs are sitting in that status before they are moved to another status.

We also have a status for Waiting on Sales that we'd also like to have that capability for.

Hope that helps!

This has come up again for us, but with a slightly different use case.  We'd like to be able to move the CTA to another status automatically if it's been in another status for too long.  For example, we're having some challenges with CTAs sitting in "New" for a while before the CSM starts work.  We'd like to be able to move them to "Escalated to Leader" if they've been in the "New" status for x days.

I suggest using a Bionic Rule to identify the CTAs that you want to update and then using the Create CTA action to upsert the new status.   This thread might be helpful.

@Heather, please refer to this article for more info

Correct me if I'm wrong, but I don't think there's a way to currently see how long a CTA has been in a given status.  

I can get around this since "New" is the status we put it in when it's created, so I can just use "x" days from Created Date, but since I want this to happen for more than one CTA, I don't think there's a good way to do that in the Rules Engine currently.  I wouldn't have to create an action for each CTA to get it to overwrite any existing, and then, I think I'd also be creating a lot of new ones as well that don't need to be created. 

Hi Heather,

One way to solve for this would be to create a "CTA Tracking Object" in MDA. This would require a rule to run daily and look for any open CTAs and write the relevant data (using the following to create a unique record per CTA: Account ID, Call to Action Name, Type, Reason, and Created Date) to the CTA Tracking Object only if there were changes to the status (or any other field you want to track like owner or priority). 

This can be done using a bionic rule where you fetch all open CTAs from your system in one task and fetch the oldest record for each CTA in the Tracking Object doing a left join (using the all open CTAs from the system in the left position) and merging on Account ID, Call to Action Name, Type, Reason, and Created Date as well as the status field (or any other field you want to track).

In that merge task, rename one of the fields (like Call to Action Name) from the right side task with a different column name. This will ensure that there is only data present in this column if the historical record is identical to the current record. 

Then filter this data looking for records where the right column field you named in the previous step is null. This will give you all the records that you need to write to the tracking object as having new information. Finally, make sure your tracking object has a field for "date of update" and add a custom mapping to write the Rule Date to that field. 

This will create a historical record for all your CTAs as they changed status over time. You could also add the "last modified by" too if you wanted that capability. 

Thanks, Dan!  I'll give this a go.  I appreciate it!