Objective
To expedite case resolution by assigning each incoming case to the very first available customer service agent, thus reducing wait times and enhancing customer satisfaction.
Pre-conditions
- Salesforce is the CRM system in use.
- Q-assign for Service is installed and configured.
- Customer Service agents are logged into Salesforce.
Actors
- Customer Service Agents
- Customer Service Manager
- Salesforce Admin
Workflow
- A new case is logged into Salesforce.
- Q-assign assesses the real-time availability of customer service agents.
- Q-assign assesses the current workload of available agents.
- The case is automatically assigned to an available agent that has spare capacity
- The assigned agent receives a notification.
- The agent proceeds with case resolution.
Post-conditions
- The case is no longer in the queue.
- The case is actively being resolved by a customer service agent.
- Metrics such as ‘Time to First Response’ and ‘Time to Resolution’ are recorded for performance assessment.
Exceptions
- If all agents are busy, the case remains in the queue until an agent becomes available.
- If the system experiences downtime, manual assignment may be required.
Metrics for Success
- Reduction in average case resolution time.
- Increase in customer satisfaction scores.
- Improvement in agent productivity metrics.
Enhancements
In addition to its core 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 to skills-based and/or load-balanced assignment systems when volumes are lower
- 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 escalate or reassign problematic cases
- Omni-Channel Routing: Integrate with Omni-Channel for the ultimate case routing solution
