Q-assign

Q-assign is a native Salesforce app which intelligently routes Leads, Cases or any kind of helpdesk “ticket” to the best available rep or agent using intelligent assignment rules. It matches tickets to agents based on a broad range of criteria, including skill, experience, product knowledge, language and location.  Q-assign puts the science back into ticket assignment and helps to improve efficiency, boost productivity and, ultimately, increase the profitability of your business.
A diamond in the rough. 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.

Q-assign review on the Salesforce AppExchange

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USER BENEFITS

Optimize Productivity

Optimize productivity by automating repeat tasks. Distribute any record to any Salesforce object for selected agents automatically. Save valuable management time and get objects to the right team member every time.

Increase Conversions

Increase conversion rates by routing tickets to the best available agent. Q-assign scans the content of every case, lead or ticket and then assigns them according to agent experience, capability, skill or location. Such intelligent assignment increases throughput and conversion rates alike.

Reduce Bottlenecks

Re-route tickets automatically if agents are sick, busy or otherwise unavailable. 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.

Improve Performance

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 reflect performance.

Scale Quickly

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.

Grow Your Pipeline

Grow your sales pipeline by assigning leads and/or opportunities automatically, as soon as they are created. Assign them to the sales reps who are the most experienced on specific product sets and convert them whilst they are still “hot”.

INTELLIGENT ASSIGNMENT FEATURES

Round Robin Ticket Assignment
Ensures strict rotation of assignments. Load-balanced Assignment ensures ownership of new jobs to agents/reps with the lowest current workload.
Real-time Phone Assignments
For call centres, assign out leads and cases in real-time while agents are on the phone.
Scoring-based assignment
Ensures jobs are assigned to those sales reps or agents who get the highest or lowest score from a configurable set of assignment rules.
Set Agreed Quotas & Caps
Control how many assignments per user per day/week/month and cap the number of active assignments per user.
Assign by Skill or Locality
Automatically assign Cases, Leads & More based upon configurable assignment rules such as skill, experience, location or language.
Push or Pull Cases, Leads or Tickets
Push Leads, Cases or tickets out to users automatically, or allow them to Pull, or a mix of both.

Use Cases

Q-assign has multiple use cases, including the assignment of new leads and opportunities to sales reps, the allocation of customer cases to customer service agents, or the distribution of internal helpdesk tickets to nominated personnel.
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.

Customer Cases

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.

IT Tickets

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.

Any Helpdesk

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. 

Screenshots

Testimonials

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Dhirendra B.
Salesforce AppExchange Review

Awesome tools for Round Robin. The team is great, responsible and they have even gone and configured extra logic based on our business need.

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Bart K.
Salesforce AppExchange Review

Once Q-Assign is properly set-up, it provides the flexibility to easily maintain the most complex distributions. Great customer services.

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Zamir J.
Salesforce AppExchange Review

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.

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Justin A
Salesforce AppExchange Review

The Ortoo team has also been great to work with, quick to make changes & improvements to the app that we’ve needed.

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