Objective
To utilize Q-assign’s advanced routing capabilities to identify and automatically escalate high-priority or complex customer service cases to specialized agents, ensuring rapid and competent response.
Pre-conditions
- Q-assign is fully integrated and operational within the Salesforce environment.
- Criteria for high-priority or complex cases are established and configured in Q-assign OR AI has been deployed to determine complexity and priority.
- Customer service agents’ skills and availability are known.
Actors
- Customer Service Representatives
- Customer Service Managers
- Salesforce Administrator
- AI Analysis Tools (if implemented for case assessment)
Workflow
- A customer submits a service request, creating a new case in Salesforce.
- The case is initially assessed by Q-assign based on predetermined criteria such as urgency indicators, customer status, and issue complexity.
- Cases meeting the high-priority or complexity thresholds are escalated and routed to a skilled agent or a queue for skilled customer service agents.
- Alerts are dispatched to the selected agents and their managers, highlighting the urgent case.
- The designated agent promptly addresses the escalated case, with all case details prioritized on their Salesforce dashboard.
- The customer is kept informed throughout the resolution process, enhancing service transparency and trust.
Post-conditions
- High-priority or complex cases are systematically escalated and assigned without delay.
- Agents are empowered to focus on cases matching their expertise, improving resolution efficiency.
- The customer service workflow remains balanced, with critical cases receiving immediate attention.
Exceptions
- If an appropriate agent is not immediately available, the case is placed in a high-priority queue and flagged for the next available agent, or routed to a manager.
- If the automated complexity assessment is contested, a manual review by a manager can recalibrate the case priority.
Metrics for Success
- Decrease in average response and resolution times for escalated cases.
- Improvement in customer satisfaction metrics across high-priority interactions.
- Enhanced agent satisfaction due to a well-structured case allocation system.
- Better tracking and reporting of escalated case outcomes for continuous improvement.
Enhancements
In addition to its automated escalation functionality, Q-assign for Service offers a suite of advanced features that can be activated to further optimize case routing and handling, elevating your customer service operations to new heights of effectiveness and responsiveness
- Dynamic Assignment Models: Switch dynamically from skills-based to availability-based and/or load-balanced assignment systems when necessary
- Auto-triage: Triage inbound cases automatically, then categorize and prioritize them.
- Sentiment Analysis: Deploy AI to conduct a sentiment analysis and/or trigger other AI-powered actions automatically
- Automatic Reassignment: Automatically reassign problematic cases
- Omni-Channel Routing: Integrate with Omni-Channel for the ultimate case routing solution
