Managing Customer Service Agent Absence in Salesforce

Amy Grenham · 14 May 2024 · 1 min read

If you are in charge of a customer service team, you know this problem well. What happens when one of your agents is not available for Case Assignment?  

Until now, there has been no equivalent of an ‘Out-of-Office’ setting e.g. the ability to make an agent unavailable, with the option to set a date to resume availability on their return.  

Instead, managers have been making do with a manual process, relying on themselves to remember to re-enable assignment. Not great for people who are busy, or forgetful, or have bigger things on their plate. So just about everyone then!  

Our brand-new Salesforce service agent availability feature 

The good news is that help is now at hand! Q-assign has rolled out a ‘Keep Available Until’ feature, allowing managers to set a future date and time for when an agent will begin receiving cases again. No more manual intervention.  

Here are just a few examples where this simple functionality can streamline operations:- 

• Personal Time Off (PTO): When an analyst is on vacation the last thing they need is a backlog of cases upon their return. 
• Training Periods: During training sessions, allowing analysts to focus fully on learning without distraction. 
• Health-Related Absences: In instances of sickness, ensure that analysts won’t have to worry about accumulating cases. 

For teams, this means better workflow management and reduced stress for both managers and their team members. Managers no longer need to worry about logging in during off-hours or while on PTO to adjust case assignments, and analysts can enjoy their time off without the looming concern of cases piling up. 

If you’d like to see this feature demoed for your org, please drop us a line at success@ortooapps.com. 

A little backstory 

This feature was developed after a request from a Global Financial Services client. It was the #1 request from their support managers.  

If you are using or evaluating Q-assign, please let us know if there’s anything you’d like to see added. Feedback and suggestions from our customers and prospects are so valuable, and where we can, the team will build this into the product roadmap.