Ability to group CTAs by Priority or Reason in the cockpit
None
Our CSM team frequently asks to be able to group the CTAs by reason or priority. Currently the first is impossible and the latter is only available as a "sort" option. Moreover, they would like to see trends of CTAs opened by reason over time for all customers or by customer attributes (or per a particular customer). This will help them identify whether a specific customer has similar issues repeatedly, or whether this is a cross-organizational issue and a process needs to be fixed. Therefore, built in operational dashboards that show CTA trends would be great.
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The other idea regarding an operation report with CTA trends is under review.