Q-assign delivers automated lead and case assignment to your Salesforce Enterprise. Q-assign is a native SFDC app which can intelligently route Leads, Opportunities, Cases or Tasks (or, in fact, any Salesforce object) to your best available rep or agent using sophisticated and automated assignment rules. Route tickets to agents via Load-balanced, Round Robin or points-based distribution. Score and match on load, agent availability, skill, product, language, territory or anything you like!
Q-assign enables you to automatically assign Salesforce Leads, Cases, Opportunities, Contact, Accounts, Tasks and Events from a source queue or user to your best available agent or queue. Save valuable management time and get tickets to the right team member every time. Grow your sales pipeline by assigning leads and/or opportunities automatically, whilst they are still “hot”. Get customer cases routed to the right agent to get them resolved as quickly as possible and to boost your CSAT ratings.
Use intelligent assignment rules to match “tickets” to agents according to availability, workload, skill, experience, account ownership, time zone, country, territory, state, county, town, city, zip code or language. Or various other configurable criteria or a combination thereof. Increase throughput and conversion rates by routing tickets to the very best available agent.
Or, start with simple Round Robin distribution to assign leads, cases or tickets in turn. Then fine-tune and improve productivity, agent by agent, team by team.
Set up teams of users called Assignment Groups, each of which can have different sets of rules for automatic assignment. So, you can set up different teams with differing levels of experience, specific product knowledge, specific types of account or even different language capabilities, for a highly sophisticated ticketing system.
Automating exception handling reduces waiting times and frees up valuable management time. Re-assign Leads, Cases and Tickets if agents are sick, busy or otherwise unavailable. Automatically alert managers to exceptions and, in-so-doing, reduce bottlenecks & issues. Additionally, re-prioritize or re-queue ticket if target agent is engaged on a complex case, or if ticket is not processed within a fixed time-limit.
Q-assign enables managers to set and track KPI’s, and to constantly monitor data relating to individual agents or tickets. Statistics are updated in real-time and assignment rules can be adjusted to minimize time-to-assignment & time-to-first-activity in Salesforce. Increase overall productivity, conversion rates, revenues and CSAT ratings by continuously improving automated lead assignment rules and the overall level of sophistication.
Q-assign is a highly-scalable Enterprise solution. There’s no limit on the number of rules, teams or team members that can be created and managed. Seamlessly assign thousands of leads, cases or helpdesk tickets each day with Q-assign.
Ensures strict rotation of assignments. Load-balanced Assignment ensures ownership of new jobs to agents/reps with the lowest current workload.
Ensures jobs are assigned to those sales reps or agents who get the highest or lowest score from a configurable set of assignment rules.
Automatically assign Cases, Leads & More based upon configurable assignment rules such as skill, experience, location or language.
For call centres, assign out leads and cases in real-time while agents are on the phone.
Control how many assignments per user per day/week/month and cap the number of active assignments per user.
Push Leads, Cases or tickets out to users automatically, or allow them to Pull, or a mix of both.
Use Q-assign to scan incoming leads, or new and existing opportunities. Analyze each request, determine product category & sub-category, then match to sales reps according to capability, experience, skill-set, language or location.
Intelligently assign cases to customer service agents. Use round-robin or intelligent assignment rules. Score cases by complexity or load and match to agents according to capability and experience. Load-balance across agents and queues.
IT TICKET DISTRIBUTION
Scan internal IT tickets, sort by category (software versus hardware issue, OS versus application etc). Route tickets to IT helpdesk queue or queues, or match to individual agents based on skill, experience, location, language or product-type.
ANY HELP DESK SCENARIO
Use Q-assign in any helpdesk scenario to scan objects in Salesforce, and route tickets to agents or queues using intelligent assignment rules or round-robin distribution. Use it to manage either customer requests or internal (staff) requests, or both.