Adding advanced routing logic to your Salesforce Omni-Channel instance can transform team effectiveness, dramatically improving both productivity and performance
Omni-Channel enables businesses to offer seamless, integrated customer experiences across multiple communications channels. Routing, an essential component of Omni-Channel, enables customer service agents to handle customer inquiries from any channel by matching the interaction to the most appropriate agent, based on their skills and availability. Q-assign, the advanced routing app (available from the AppExchange), is often deployed alongside Omni-Channel to manage complex routing needs in large and rapidly growing enterprises. Q-assign uses real-time data to adjust routing decisions and assess an unlimited number of case and agent attributes to determine the best match for each work-item.
Improving CSAT and Workforce Effectiveness with Omni-Channel
Omni-Channel allows businesses to provide seamless, integrated customer experiences across multiple touchpoints, including online and offline channels such as web, mobile, in-person, and call center. The goal of Omni-Channel is to create a unified and consistent customer journey, regardless of how customers choose to interact with a company. With Omni-Channel, businesses can manage customer interactions, data, and processes in a single platform, helping to improve customer satisfaction and increase efficiency, whilst also improving effectiveness across the workforce.
What is Omni-Channel Routing?
“Routing” is an important piece in the Omni-Channel jigsaw. Enabling customer service agents to handle customer concerns via any communication channel, with one consistent experience, is all well and good. But ensuring the right agent is assigned to the right work-item at the right time is critical to the productivity and performance of the wider team.
In Omni-Channel, customer interactions (e.g. phone calls, chats, emails) are routed to the right agent based on a set of rules or criteria. They are typically triaged based on factors such as type of inquiry, language preference, customer history, and availability of agents. The system then matches the interaction to the most appropriate agent based primarily on their skills and availability.
Omni-Channel Limitations
- Reassignment – Once a case is assigned, it cannot easily be retrieved and reassigned
- Prioritization – Cases (or other work items) that are assigned cannot easily be re-prioritized
- Dependence on IT – You may need to raise IT tickets to get assignment rules or attributes updated
- Limited Objects – Currently no support for Work Orders, Opportunities & other objects
Q-assign – The Advanced Omni-Channel Routing System
Enterprises that are large and/or experiencing rapid growth often have intricate routing needs, characterized by high case-volumes and the sheer number of agents and teams. Q-assign, the most advanced routing app for Salesforce, is often deployed alongside (and sometimes instead of) Omni-Channel, to help manage that real-world complexity. Q-assign can take into account real-time data such as wait times, call volume, and agent availability to dynamically adjust routing decisions in real-time. It can also assess an almost unlimited number of case and agent attributes to determine the very best match for each and every work-item. The goal here is to provide customers with the fastest and most effective resolution to their inquiry, whilst also maximizing the productivity and performance of agents.
Empowering Managers with Point-and-click Configuration
Omni-Channel can be tricky to set up and maintain in the large or fast-growing Enterprise. There is a relatively high dependency on IT, with adjustments to assignment rules or agent attributes requiring a ticket or support request. Q-assign’s point-and-click configuration can eliminate that dependency on IT, enabling supervisors and/or administrators to make the necessary changes in an instant, as supply and demand fluctuates, or as staff availability and or turnover changes. Continuously improving your assignment system on-the-fly, as internal and external factors change, can seriously transform both productivity and performance across your team
Reducing Waiting Times with Automated Reassignment
Another limitation of Salesforce’s native Omni-Channel functionality is its inability to reassign work. It can do the first assignment, picking up a case or other work-item from a queue, and routing it an agent, but it does not monitor the status of “already assigned” items to determine any potential for reassignment.
Q-assign does. If a work-item is assigned to an agent but appears to have become neglected, for whatever reason (think workload, illness etc), then Q-assign can be configured to retrieve the item after X minutes/hours and reassign it to the next available agent. This can have a dramatic effect on productivity and performance.
Prioritizing Urgent Cases and Other Work-items
One of Q-assign’s most powerful features is it’s ability to prioritize the most urgent work-items. Q-assign can identify the most important cases and support requests in real-time and then prioritize accordingly. For example, a case which is tied to a strict SLA can be spotted as soon as it arrives in Salesforce, and then routed to the first available agent, or a specialist team, for immediate attention. Less urgent and less important items can be de-prioritized and dealt with when capacity allows.
Build a High-Performance Omni-Channel Team with Q-assign
In summary, Omni-Channel Routing is an essential component of any effective Omni-Channel customer experience strategy, helping companies to provide consistent and efficient customer service across all channels. But Q-assign, the advanced routing app by Ortoo, takes everything to the next level. Throughput is increased, accuracy improved, productivity transformed and performance revolutionized. Q-assign is the key to unlocking the full potential of your sales or service team.
Request a FREE 30-day Trial
Q-assign is the most powerful Omni-Channel Routing app on the AppExchange. To request a discovery call and/or a FREE 30-day trial, contact us at
sales@ortooapps.com
