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, using intelligent and configurable assignment rules.
Q-assign review on the Salesforce AppExchange
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INTELLIGENT ASSIGNMENT FEATURES
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.
Awesome tools for Round Robin. The team is great, responsible and they have even gone and configured extra logic based on our business need.
Once Q-Assign is properly set-up, it provides the flexibility to easily maintain the most complex distributions. Great customer services.
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.
The Ortoo team has also been great to work with, quick to make changes & improvements to the app that we’ve needed.