The standard Cockpit List View provides multiple options for grouping and sorting your CTAs. Here, we show you commonly used filters, which can now be saved as private views in Cockpit. By default, filter section has seven filters: Assignee, Snoozed, Status Report Category, Flagged, Priority, Reason, and CTA Type. you can remove any default filter as per your requirement. Keep in mind that with the Filters section, you can employ multiple filters simultaneously. For example, you could filter for CTAs that are assigned to a colleague, AND also have an upcoming renewal date.

Note: some of the field names in your org may be different than those mentioned below based on your org's business processes.

CTAs by Assignee

If a CSM or another colleague is out of the office, and a team member is temporarily responsible for their CTAs, you may want to create a view of their CTAs. This is also a good option if you manage a sub-set of the CSM team in your company.

  1. Navigate to the Cockpit and click the Filter icon.

  1. In the default filters, select Assignee field, equals operator, and enter Other User name.
  2. To add more users, click +FILTER, select Assignee field, equals operator, and enter Other User name.
  3. Click:
  • APPLY, if you want to apply the selected filters for the current session
  • SAVE, if you want to save the selected filters for an existing custom list view
  • SAVE AS NEW, if you want to save the selected filters as a new custom list view.

CTAs by Type

Although you can group by CTA Type in the standard list view, you may want to create separate views for Lifecycle/Risk/Opportunity/Objective CTA types.  

1. In the default fIlters, click the CTA Type field, and select CTA Types that you want to include in your private view. (You can also create a custom view that excludes Success Plan Objectives, for example, by checking all other CTA types here.)

2. Click APPLY, or SAVE, or SAVE AS NEW.

Note: Customers who use Relationships in Gainsight can see Global, Account, and Relationship CTA types.

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 (ie. Manual, Rules, or Survey).

  1. Under Filter, click +FILTER.
  2. Select the Source field, equals operator, and the desired value.
  3. Click APPLY, or SAVE, or SAVE AS NEW.

CTAs by Segment / Industry / Region

Some users may find it helpful to view CTAs according to the customer's segment (or perhaps Industry, Region, Account Type, and so on).

  1. Under the Filter, click +FILTER.
  2. Select the Account Segment field (or another field), includes operator, and select the appropriate values.
  3. Click APPLY, or SAVE, or SAVE AS NEW.

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.

  1. Under the Filter, click +FILTER.
  2. Select the Health Score field (or another field), operator, and select the appropriate values.

Note: Name of the fields and values will vary based on your org's business processes.

  1. (Optional) Click +FILTER to add another parameter.
  2. Click APPLY, or SAVE, or SAVE AS NEW.

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.  

  1. Under the filter, click +FILTER.
  2. Create the following filter:
  • Select the Due Date field, between operator, and input custom date range. In this example, we’ve chosen to select all CTAs from the previous fiscal year.
 
  1. Click APPLY.
  2. Review the output for commonly ignored CTAs and select a CTA name to close. In our example, we noticed that “Logins dropped > x%” was frequently ignored.
  1. Create a secondary filter:
  • Select the Call To Action field, contains operator, and input appropriate value. In this example, we’re looking for CTAs that were routinely ignored or snoozed, with “Logins dropped” in the name.

  1. Click APPLY, or SAVE, or SAVE AS NEW. The resulting list will allow you to easily close out the overdue, unused CTAs that have already been fired.