We're coming across a need to be able to report on how long CTAs stay in statuses. For example, we populate CTAs with New. We'd like to be able to report on how long it stays in New before it is moved to another status by the CSM. Same with any subsequent moves.
Hi Heather,Thanks for this use-case.could you please give some more details on what all status you would like to track and the reason for you would like to track. Currently there is a possible way to track how much time CTA has been open,but there is no ways to track the change of status(duration of status).
One possible way to track the change of status by enabling the Feed tracking in Salesforce. Setup>Feed Tracking>Enable Feed Tracking for status field.