Q-assign for Salesforce

8 STEPS TO A STATE-OF-THE-ART SERVICE TEAM

STEP 4:  ASSIGN CASES TO LOGGED-IN AGENTS ONLY, TO MAINTAIN THROUGHPUT AND BOOST PRODUCTIVITY

A rudimentary case assignment system might assign cases to service agents based on a standard round-robin distribution. This means agents will roughly get an even number of cases to resolve each day.

However, such a system is incredibly inefficient and damages the overall performance of the team, because it fails to factor in the availability status of each agent, on an hour-by-hour, or even minute-by-minute basis.  Cases which are in a queue, waiting for an agent to log back in, no matter how good or experienced they are, have the potential to become problematic. Every minute lost decreases the chance of swift resolution and could potentially damage customer satisfaction ratings.

In a high-performance team, cases will only be assigned to available, logged-in agents. Q-assign can be configured to ignore unavailable agents and then to match the lead to the very best available agent out of all those that are logged-in. Fairness can be maintained using dynamic assignment rules, which take workloads, weightings, caps and quotas into consideration, prior to deciding on the final destination for each case.

By configuring Q-assign to route cases to logged-in agents only, case throughput can be optimized whilst productivity and performance are maximized, leading to better results all round.

STEP #5 – Automatically escalate difficult cases

Q-assign, the world’s most powerful lead & case assignment app, is 100% native to Salesforce and is helping Salesforce organizations around the world to completely re-build and re-motivate their sales and service teams. Q-assign has a 5-star rating on the AppExchange.

GET HELP WITH AUTOMATED CASE ASSIGNMENT

Q-assign for Salesforce, our powerful case assignment app, is available to download on a FREE 30-day trial from the AppExchange.  We offer a FREE Consultation and a FULLY MANAGED POC*.  Contact us today for a demo and an informal chat about your use case.
*POC – Proof Of Concept

Technical Questions?

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THE 8 STEPS

Introduction
8 Steps to creating a state-of-the-art Service team on Salesforce (in 30 days)
  1. Assign cases automatically in Salesforce
    Shorten response times, increase productivity & performance, reduce manual tasks
  2. Prioritize urgent & SLA-bound cases
    Assign most important cases to best available agents to optimize results
  3. Automate case load-balancing
    Balance agent workloads automatically using load points, scoring, weightings, caps & case quotas
  4. Assign cases to logged-in agents only
    Assign only to available agents to increase throughput and overall performance
  5. Automatically escalate difficult cases
    Where a case becomes difficult and hard to resolve, automatically notify or escalate to managers or supervisors
  6. Re-assign cases waiting in queues
    Where a case is queuing longer than X minutes, re-assign automatically to another agent
  7. Match cases to agents on skill & experience
    Increase conversion rates, throughput & performance by matching lead attributes to rep capabilities
  8. Reduce & simplify assignment rules
    Empower managers, break the dependency on IT, reduce Salesforce overheads
Once in a while you come across a solution that meets your exact needs, and does not cost a fortune. This is one of those few.  We were able to see immediate ROI after the first day of using this, in the form of man hours saved for lead allocation and management.
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