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Gainsight Inc.

Commonly Used Filters in Cockpit List View (Horizon Experience)

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

Overview

When you navigate to Cockpit from the left pane, the CTA List View is displayed. The standard Cockpit List View provides multiple options for grouping and sorting your CTAs. In addition, Filters help your users narrow in on the specific data they are looking for.

This article explains the commonly used filters, which can be saved as Private Views in Cockpit. The filter section contains six default filters: Due Date, Owner, Type, Reason, Status, and Priority. You can remove any default filter based on your requirement. Keep in mind that with Advanced Filters, you can employ multiple filters simultaneously.

For example, you could filter for CTAs that are assigned to a colleague (using AND/OR) and also have an upcoming renewal date. 

1. Default Filters.png

Apart from default filters, you can also add additional filters using Advanced Filters. 

Add Filters

To add filters:

  1. Navigate to the Cockpit.
  2. From the Cockpit List View dropdown option, select the view and click the Edit icon. The Update View page appears.
  3. Enable the Advanced toggle switch.
  4. Click Add Filters.
  5. Select the field, operator, and desired value.
  6. Enable the Checkbox to include Null Values.
  7. Click Update.

An example of adding a Source filter has been shown here.

Apply/Update Filters

To apply/update filters:

  1. In the CTA List View, select the View from the dropdown list.
  2. Click the Filter icon.
  3. Click the filter and select the desired value, and click Apply.
  4. Click:
  • Save: If you want to save the selected filters to the existing custom list view.
  • Save as New: If you want to save the selected filters as a new custom list view.

An example of applying a Source filter has been shown here.

Commonly Used Filters

The following are some commonly used filters in the Cockpit.

CTAs by Source

Although you can group by CTA Source in the standard view, you might prefer to see CTAs for only one CTA Source type at a time (i.e. Manual, Rules, Survey, Timeline, Programs, and Zendesk).

  • Manual: refers to the CTAs that were created by a User, manually.
  • Rules: refers to the CTAs triggered automatically via business rules based on customer data or time factors.
  • Survey: refers to the CTAs triggered by Surveys.
  • Timeline: refers to the CTA's that were created from a Timeline Activity.
  • Programs: refers to the CTA's that were triggered by Journey Orchestrator.
  • Zendesk: refers to the CTA's that were triggered by Zendesk.

CTAs by Company Status

Some users prefer to see CTAs only from an Active Company. This can be achieved by applying a Company Status filter.

CTAs by CSM Name

Users can view CTAs based on their CSM Names, to see the list of CTAs that are assigned to a CSM.

CTAs by Health Score or Renewal Date

Although you can sort CTAs by Health Score or Renewal Date in the standard view, some users may prefer to see only the CTAs matching a particular health score or renewal timeframe.

Clear out Old CTAs

This use case is most common during overly ambitious implementations. This process will help you address any backlog of CTAs that are far overdue, without disrupting active CTAs.

To achieve this, filters must be grouped using Advanced Logic. Follow the steps below:

  1. Navigate to the Cockpit.
  2. Select the View from the dropdown list and click the Edit icon. The Update View page appears.
  3. Enable Advanced Filters.
  4. Click Add Filters.
  5. Select the Due Date field, greater or equal operator, and input custom range. In this example, we have chosen all CTAs from the current year.
  6. Click Update.
  7. Review the output for commonly ignored CTAs and select the CTA Name to close. In this example, we noticed that the CTA Name starting with “Create a CTA” was frequently ignored.

2. Review update.png

  1. Create a Secondary filter: Click ‘+’, to add another filter.
    Select the Name field, starts with the operator, and CTA Name as value.
  2. Apply Advanced logic between the two filters as A AND B. 
  3. Click Update. 

The resulting list will allow you to easily close-out the overdue and unused CTAs that have already been fired.