AUTOMATICALLY ESCALATE COMPLEX OR PROBLEMATIC CASES, TO ACHIEVE BETTER RESULTS AND MAINTAIN THROUGHPUT

Any service agent, regardless of how experienced they are, can get bogged down with a particularly complex case. This can cause bottlenecks to be formed, whereby cases start stacking up in queues. Bottlenecks slow down case throughput and can quickly have a negative impact on results and overall customer satisfaction.

In a high-performance service team, problematic cases can be automatically escalated using dynamic assignment rules.  Where X minutes or hours have passed by without a case being closed, a notification can be sent automatically to a supervisor or manager.  Alternatively, the case can be automatically re-assigned to another agent, supervisor or manager.

By configuring Q-assign to escalate problematic cases automatically, case throughput can be maintained and bottlenecks avoided, providing a boost to productivity and potentially increasing customer satisfaction ratings.