Reporting on amount of time in CTA Statuses

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  • Updated 3 months ago
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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.  
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Heather Hansen, Champion

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Posted 3 months ago

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Sai Ram Pulluri, Official Rep

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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. 

Please let me know if you need more help here

Thanks for posting 
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Heather Hansen, Champion

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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!