8 STEPS TO BUILDING A WORLD-CLASS CUSTOMER SERVICE TEAM ON SALESFORCE - IN 30 DAYS
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.
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.