Question

Cockpit CTA Ownership

  • 23 June 2016
  • 7 replies
  • 90 views
nicole_hart
Message from a CSM:



"In Cockpit there is no ability to view CTAs by a

specific owner. Previously we could view CTAs owned or assigned to a different

team member, this option is no longer available. The only options available now

are “My CTAs” and “All CTAs”. This was very important if the default owner is

out of the office and new CTAs need to be assigned. "



Context is we manage accounts by regional teams so, we rely heavily on this function.


7 replies

brandon
Badge +1
This is huge for us as well as we will be rolling out a round robin feature for lower tiered customers and the only way for that to work under the current setup is with CTAs assigned to a specific user.
darkknight
Rank
Userlevel 7
Badge +3
This was apparently moved to the Filter subpanel.  I don't like that it was moved there either.  



https://getsatisfaction.com/gainsight/topics/filtering-by-assignee-am-name-in-cockpit
Jeff Kirkpatrick
nicole_hart
Thanks Jeff!  We just implemented the new UI so finding our way around.



It does seem like extra unnecessary steps.


dstokowski
Rank
Badge +3
It is in the new filter panel and will be a drop down in that panel.  So we make that easier Nicole for the release on July 7th based on feedback on this item not being easy enough.  It is in the filter panel but a quick filter (vs Advanced Filter)
darkknight
Rank
Userlevel 7
Badge +3
Hi Denise!  this still requires a few extra steps to get there...and you would have to repeat the steps anytime you need to change view to a new CSM.  It was really convenient having this on the Cockpit page in a quick picklist.  We'd really like to see it moved back.
Jeff Kirkpatrick
manu_mittal
Rank
Userlevel 6
Badge +1
Thanks for the feedback, Jeff! Some background on why we ended up moving a few things around:


  1. The filter strip (white strip below the blue header) was getting crowded, and it was getting difficult to fit more quick filters there. 
  2. We wanted to unify the filters in one place and make them all server-side, so that you can apply filters just once and get the right CTAs without hitting the 1000 record limitation. 
  3. There was also a need to then save the applied filter combination as a private view (saved filter) that CSMs could access from the new drop-down on the top left corner. Having all filters consolidated in one place helps with this.
There's a lot of work still pending on #2 and #3. Having said that, we perhaps need to make an exception for the 'Owner = X' filter. Will discuss our options internally and come back with some proposals.
darkknight
Rank
Userlevel 7
Badge +3
Thanks Manu. Yes I see a great deal of value with being able to set up saved filters, but with the frequency and variety with which ones may need to switch the cockpit view back and forth between Owner (CSMs covering for their peers, Managers taking a quick view of their direct reports, Admins doing checks or performing CTA triage in support of Owners)  the need for expediency is important in this particular case. The additional steps take away the value.
Jeff Kirkpatrick

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