Availability, Shift-patterns & Out of Office Management
When agents are out of office or just about to finish a shift, it doesn’t make commercial sense to send them new cases or sales leads. Simply because they will only get chance to digest what is being requested when they are back on shift, which could be days or potentially weeks – all of which significantly elongates the final response time. Managing shift patterns in Salesforce is essential for routing new cases to agents who have the availability to respond immediately to new requests and also helps ensure agent ques do not build up, as new cases aren’t added during periods of inactivity.
Out of office days are notoriously hard to track and monitor, particularly if an agent is only missing for a short period of time. When someone is OOO the assignment process needs to adapt, to maintain an even distribution of leads goes only to the contacts who are ready to help but also that cases requiring urgent attention are not assigned to agents who are away from the business. Manually anticipating OOO changes can be a frustrating endeavour, which is also easy to overlook. Therefore automated assignment rules which are synced to employees calendars are certainly the way to go.
For organisations spanning multiple geographies, it can be challenging ensuring real-time case & lead assignment takes into consideration the amount of hours left in the agents current working day. If there are agents available in multiple territories, it makes sense to begin the process of automatically assigning more leads to the territory who has been online for the shortest amount of time, whilst phasing out the agents whose working day will soon be coming to a close. Our follow-the-sun routing also works in-conjunction with a multitude of other assignment rules, allowing for highly configurable control.
- Route to best available agent
- Point & click assignment rules
- Business hours function
- Automatic shift management
- Real-time agent availability
- Manual override at agent or