Use Cases » Availability, Shift-patterns and Out of Office Management

Availability, Shift-patterns & Out of Office Management

Agent availability is in a constant state of flux.  Whether they are on vacation, off sick, busy with an existing assignment or simply out to lunch, that agent’s availability to process the next assignment can change from one minute to the next. Q-assign can ‘see’ who is available across the business at any given moment, matching leads or cases to agents that are not only logged in and available, but also have the required skill-set to process that specific assignment.

THE CHALLENGES

Agents not always on shift/available

When agents are out of office or just about to finish a shift, it doesn’t make sense to send them new cases or sales leads. SLA-bound cases will need to be resolved as quickly as possible and sales leads will simply go cold if they are left in limbo in a queue. Managing agent availability, potentially including shift-patterns across multiple time-zones, is therefore critical to the success of any lead and/or case assignment system.

OOO and days off are hard to track

Out of Office notifications are notoriously hard to monitor, particularly if an agent is only offline for a short period. When someone is OOO the distribution process needs to adapt to ensure that leads, cases or support requests are not routed to agents that are not logged in or are otherwise unavailable.  Automated assignment rules which can sync to an agent’s calendar are a pre-requisite for an optimal Salesforce assignment system.

End-of-shift routing causing disconnects

For organisations spanning multiple time-zones and geographies, it can be challenging when an agent at the end of their shift has to hand-over to an agent who is just at the beginning of theirs. If there are agents available across multiple territories, it makes sense to start routing assignments to those agents who are at the beginning of their shift, whilst phasing out the agents whose working day will soon be coming to a close.

THE SOLUTION

Automatically assign Cases or support requests to your best available agent, matching case complexity and urgency to agent capability and other attributes. Supports any Salesforce object, including Lead, Opportunity and custom objects.

  • Route to best available agent
  • Point & click assignment rules
  • Business hours function
  • Automatic shift management
  • Real-time agent availability
  • Manual override at agent or manager level

COMMON APPLICATIONS

Multi-national service desks

Shift based field engineers

Multi-territory sales organizations

“Follow the sun” assignment

Multi-language helpdesks

Business critical 24/7/365 support

What’s Your Use Case?

Every use case is different and we’d love to hear about yours. Tell us what Salesforce challenges you are experiencing and, ultimately, what you’d like to achieve and we’ll see if we can’t help you craft a rock-solid solution.