Q-assign for Salesforce
8 STEPS TO A STATE-OF-THE-ART SERVICE TEAM
STEP 5: AUTOMATICALLY RE-ASSIGN CASES WAITING IN QUEUES TO AVAILABLE SERVICE AGENTS
In a busy service team, bottlenecks can develop very quickly. Where inbound case volume is high, cases can get stuck in queues, waiting for their allocated service agent to finish processing the previous case (or the one before that). But slow response times can undermine customer satisfaction. If cases are not responded to in a timely manner the potential for escalations and complaints can increase dramatically.
In a high-performance service team, dynamic assignment rules are used to constantly check on queue times and agent workload. Q-assign can be configured to automatically re-assign any case which has been waiting for X minutes – or even X seconds. So, when an agent becomes overloaded, any cases stacking up in his or her queue can be automatically re-assigned to available agents. Where there are multiple available agents available, Q-assign can match the case to the best-qualified agent, based on configurable case and agent attributes.
By minimizing queue times, and therefore response times, lead throughput can be maintained, productivity optimized and overall team performance maximized.
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.