Q-assign


ASSIGN SALESFORCE LEADS, CASES OR TICKETS TO THE RIGHT AGENT AT THE RIGHT TIME  AND GROW YOUR PROFITS!

Q-assign is an intelligent assignment app for Leads, Cases and Tickets in Salesforce, the world’s most popular CRM platform. Q-assign makes intelligent assignment decisions based on a broad range of criteria. It puts the science back into lead, case & ticket assignment and helps to improve efficiency, boost productivity and, ultimately, increase the profitability of your business.

 Product Benefits

OPTIMIZE PRODUCTIVITY 

Q-assign can automatically assign any record in any Salesforce Object to appropriate queues and agents, eliminating the need for management to do so manually 

MAXIMIZE EFFICIENCY 

Using intelligent assignment rules, score & route the right Lead, Case or Ticket to the right agent at the right time, enabling greater throughput and higher conversion rates 

AUTOMATE EXCEPTIONS 

Re-assign Leads, Cases and Tickets if agents are engaged or unavailable. Automatically alert managers to exceptions, and in-so-doing reduce bottlenecks & issues 

CONTINUE TO IMPROVE 

Q-assign enables supervisors to monitor & measure performance and to make adjustments, minimizing time-to-assignment & time-to-first-activity in Salesforce. 

 
 
 
 

Optimize Productivity

Beyond Leads and Cases, Q-assign can distribute any record in any Salesforce object, including custom objects, to selected agents. So, standard objects like Tasks,  Accounts and Opportunities, or custom Objects such as IT tickets or HR tickets, can be intelligently assigned to the best-equipped agent, or team of agents, in your organization. Eliminate manual assignment, and free up managers to do what they do best.

Maximize Efficiency

Q-assign can scan every Lead, Case or Ticket in Salesforce to determine its content and nature. Then, using scoring-based assignment, it can route it to the rep or agent (or team of agents) who has the best capability to deal with the case in question. Q-assign can score on Product, Language, Zip code, Skill, Time zone, Account or Availability. Grow your sales pipeline by assigning leads automatically, as soon as they are created, and converting them whilst they are still “hot”.

Automate Expectations

Q-assign enables managers to re-route tickets if agents are sick, busy or otherwise unavailable, and also if they are not processed within a fixed time-limit. They can be re-assigned using additional intelligent assignment rules, or via round robin. Quickly alleviate any potential bottlenecks by assigning to reps or agents which have extra capacity. Managers can be alerted automatically to help ward off any issues.

Continuously Improve

Q-assign enables managers to match tickets to agents, to monitor and measure performance, and so to make adjustments and increase performance via a process of continuous improvement. Use real-time management to minimize time-to-assignment & time-to-first-activity in Salesforce. 

Product Features

ROUND-ROBIN OR LOAD BALANCED ASSIGNMENT 

Round Robin Assignment ensures strict rotation of assignment. Load-balanced Assignment ensures ownership of new jobs to agents/reps with the lowest current workload. Maintain a predefined level of backlog of jobs for each agent or rep. 

SCORING-BASED ASSIGNMENT 

Scoring Based Assignment ensures jobs are assigned to those agents/reps who get the highest or lowest score from a set of configurable scoring rules, covering anything from workload to skills to complexity of the job, etc. 

ASSIGN BY SKILL, LANGUAGE OR LOCATION 

Ability to automatically assign ownership of Cases, Leads, Opportunities, Contacts, Tasks (or any object) from a specified queue to a selected group of users (or queues) based upon configurable intelligent assignment rules. Assign based on skill, location, language, or any other factor identifiable from the Lead or Case. Fall-back to secondary skill, location, language if primary all busy  

REAL-TIME PHONE ASSIGNMENTS FOR CALL CENTRES 

For call centres, assign out leads / cases Real-Time while on the phone to next agent due for the next assignment 

QUOTAS AND CAPS 

Control how many assignments per user per day/week/month. Cap active assignments per use. 

PUSH OR PULL 

Push Leads and Cases out to users automatically, or allow them to Pull, or a mix of both 

AGENT AVAILABILITY 

Monitor team member availability - with self-check-in and check-out 

SCALABLE 

No limit on number of rules, teams or team members. Assign thousands of leads / cases per day

Use Cases

Grow your sales pipeline by assigning leads automatically, as soon as they are created, and converting them whilst they are still “hot”.

Improve conversion rates by setting up scoring rules which identify the users that are best placed to handle a request

Increase customer satisfaction ratings by assigning cases quickly and efficiently to agents who are best placed to deal with the case in hand

Eliminate cherry-picking with a fairer lead distribution system by assigning leads or opportunities to sales reps based on load, skill, experience 

Get Your Free Trial

If you have any questions our support team are here to help. In the meantime we offer all customers a free 30 day free trial, so if you feeling adventurous you can download q-assign for free and witness firsthand the powerful benefits the app has to offer.