Q-assign enables you to automatically assign Salesforce Leads, Cases, Opportunities, Contact, Accounts, Tasks and Events from a source queue or user to your best available agent or queue. Save valuable management time and get tickets to the right team member every time. Grow your sales pipeline by assigning leads and/or opportunities automatically, whilst they are still “hot”. Get customer cases routed to the right agent to get them resolved as quickly as possible and to boost your CSAT ratings.
Use intelligent assignment rules to match “tickets” to agents according to availability, workload, skill, experience, account ownership, time zone, country, territory, state, county, town, city, zip code or language. Or various other configurable criteria or a combination thereof. Increase throughput and conversion rates by routing tickets to the very best available agent.
Or, start with simple Round Robin distribution to assign leads, cases or tickets in turn. Then fine-tune and improve productivity, agent by agent, team by team.
Set up teams of users called Assignment Groups, each of which can have different sets of rules for automatic assignment. So, you can set up different teams with differing levels of experience, specific product knowledge, specific types of account or even different language capabilities, for a highly sophisticated ticketing system.
Automating exception handling reduces waiting times and frees up valuable management time. Re-assign Leads, Cases and Tickets if agents are sick, busy or otherwise unavailable. Automatically alert managers to exceptions and, in-so-doing, reduce bottlenecks & issues. Additionally, re-prioritize or re-queue ticket if target agent is engaged on a complex case, or if ticket is not processed within a fixed time-limit.
Q-assign enables managers to set and track KPI’s, and to constantly monitor data relating to individual agents or tickets. Statistics are updated in real-time and assignment rules can be adjusted to minimize time-to-assignment & time-to-first-activity in Salesforce. Increase overall productivity, conversion rates, revenues and CSAT ratings by continuously improving assignment rules and the overall level of sophistication.
Q-assign is a highly-scalable Enterprise solution. There’s no limit on the number of rules, teams or team members that can be created and managed. Seamlessly assign thousands of leads, cases or helpdesk tickets each day with Q-assign.
Once in a while you come across a solution that meets your exact needs, and does not cost a fortune. this is one of those few. We were able to see immediate ROI after the first day of using this, in the form of man hours saved for lead allocation and management.
Leads & Opportunities
Use Q-assign to scan incoming leads, or new and existing opportunities. Assess the nature of the request, determine product category, sub-category, location and language, then match to sales reps according to capability, experience, skill-set, location or language.
Intelligently assign cases to customer service agents. Use round-robin distribution or intelligent assignment rules. Score cases by complexity or load and match to agents according to capability and experience. Do load-balancing across agents and queues.
Scan internal IT tickets, sort by category (software versus hardware issue, OS versus application etc). Route tickets to IT helpdesk queue or queues, or match to individual agents based on skill, experience, location, language or product-type.
Use Q-assign in any helpdesk scenario to scan objects in Salesforce, and route tickets to agents or queues using intelligent assignment rules or round-robin distribution. Use it to manage either customer requests or internal (staff) requests, or both.