Q-ASSIGN

CASE ROUTING SOLUTIONS FOR THE SALESFORCE ENTERPRISE

Increase case throughput, slash time-to-resolution and improve overall team performance by routing the right case to the right service agent at the right time – with a dynamic case routing system.

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Q-ASSIGN: INTELLIGENT CASE ROUTING

Q-assign delivers precision case routing solutions to high-volume Service teams. Q-assign is a native Salesforce case routing app which can intelligently route both cases and custom cases (in fact, any Salesforce object) to your best available service agent using dynamic case assignment rules. Route cases via weighted round robin, load-balanced or points-based distribution. Match cases to agents based on workload, agent availability, skills, experience, product, certifications, language, location or any configurable attribute.

ACHIEVE MORE
WITH
Q-ASSIGN

Q-assign transforms mediocre Customer Service departments into high performance Service teams. It enables increased case throughput, improved productivity, increased team effectiveness and greater customer satisfaction ratings.
01.

DYNAMIC CASE ROUTING

Customer Service teams can have hundreds of case assignment rules just to support a rudimentary case routing system. Switching to dynamic case assignment rules will reduce the number of assignment rules that need to be maintained, saving valuable resources.
02.

ROUTE TO RIGHT AGENT

Dynamic case assignment rules will route the right Case to the right Service Agent at the right time, matching on skillset, location, experience, language, product or any other configurable attribute. This ensures faster response times, shorter time-to-resolution and increased CSAT.
03.

CONTINUOUSLY IMPROVE

Customer Service Managers can continually manage and adjust team member attributes and fine-tune assignment rules, weightings, caps and quotas to optimize case throughput, reduce response times and reduce time-to-resolution – ensuring better results all round.

FEATURES AND USE CASES

PRIORITIZE URGENT CASES

Ensure the most important cases are always prioritized and assigned to best available service agent

ASSIGN TO FIRST AVAILABLE AGENT

If queue-times are a problem, route cases to the first available service agent instead of waiting for a perfect match

ROUTE TO BEST AVAILABLE AGENT

Where a Lead requires specialist knowledge or experience, identify the best qualified sales rep and assign it instantly

ROUND-ROBIN CASE ASSIGNMENT

Base your Salesforce case routing system on a simple round robin. Then add weightings to optimize productivity

CASE SCORING / POINTS-BASED ASSIGNMENT

Ensure cases are routed to service agents using a case-scoring and/or point-scoring system

MATCH BY TERRITORY OR TIME-ZONE

Automatically route cases according to country, region, time-zone or zip code

RE-ASSIGN UNATTENDED CASES AUTOMATICALLY

Reassign any Case which has been untended for X minutes. Reassign to best available agent

USE CAPS, QUOTAS AND CASE WEIGHTING

Control the number of cases per agent per day/week/month and cap the total number

MONITOR LIVE AGENT AVAILABILITY

Monitor and manage service agent availability. Manage out-of-office and sickness scenarios automatically

Interested in lead assignment? Check out Q-assign for Sales Teams

STRUGGLING WITH SALESFORCE CASE AUTOMATION?

NEED HELP?

GET YOUR FREE CONSULTATION

We’d be delighted to jump on a discovery call to discuss all your challenges around lead and case management (or, in fact, how to automate any Salesforce object – including custom objects).

We offer free consultation, with no strings attached. Fancy a quick chat?

Technical questions: support@ortooapps.com

Any other question: ask@ortooapps.com

Or…feel free to fill in the form

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