Dynamic Load-Balancing for Lead & Case Assignment
Work is rarely distributed evenly 100% of the time and even if agents have a similar number of jobs in their queues, they often do vary in the demands that are being asked. Some agents will unluckily get a higher number of cases which require more brain power and more time to complete. This can cause unwarranted stress to the agent and can additionally cause a backlog of cases begin to build up, as the agent has taken longer than average on the initial challenging cases.
Some organisations don’t know how to load balance in Salesforce or instead have different processes in place which allow agents to pull leads into their queues manually. In these instances leads can be distributed incredibly unevenly across reps, which in turn can mean some reps don’t have enough work to keep them busy whereas others are taking far too long to respond to leads which are far down in their existing queues. In sales based environments, reps also expect a level playing field in terms of new opportunities and this doesn’t always come into fruition.
In an omnichannel World, agents are expected to be able to handle queries coming from multiple streams such as email, telephone and live chat, and handle those queries effectively. The problem is each channel has different demands and some channels do not compliment each other at the same time. Can someone on a live telephone call pro-actively research a question a user has asked them on live chat? Different categories of cases can be assigned across the same team members but the assignment rules have to be sure that the agent in question has the correct capacity for that kind of request.
- Create flexible assignment rules
- Add multiple dynamic attributes
- Calculate load points per agent
- Real-time active workload
- Point and click interface
- Create assignment groups
- Common rules for all channels