Comparing Q-assign to Omni-Channel

Comparison of Q-assign to Omni-Channel

Q-assign provides an automatic assignment of Leads, Cases, Opportunity, Contact, Account, Task, and Event from a source queue or user to the most suitable user (or queue) based on availability, workload, skill, account ownership, or any other attributes that you configure. Omni-Channel is a tool that sits inside of either the Sales or Service Console that, once enabled and configured, automatically pushes work to users in real-time. Please find the comparison to both distribution channel below:

Functionalities	Q-assign Distribution	Omni-Channel Distribution
Automation	Yes	Yes
Quota/Capacity defined	Yes	Yes
Customizable	Yes	Yes
To manage priority	Yes	Yes
Reassignment of the records	Yes	No
Points Calculation	Yes	No
Assignment based on real-time workload	Yes	No
One Agent worked on different tasks	Yes	Yes
Assignment via Round Robin	Yes	No
Agent can manually pick record	Yes	No
Agent can have a record in their own Business Hours (BH)	Yes	No
Agent can set Out-of-Office (OOO) time	Yes	No
Agent can have an assignment based on specific Attributes	Yes	No
Manager can set the Business Hours (BH) for an agent	Yes	No
Manager can set the Out of Office (OOO) time for an agent	Yes	No
Manager can monitor and manage the status and availability of agents	Yes	No
Assignment can be made on workload	Yes	No
Assignment can be made on Scoring Points	Yes	No
Actions can be performed on records	Yes	No
Weighted Distribution	Yes	No
Custom Objects for Assignment Criteria	Yes	No

Click on the link for the latest Ortoo: Q-assign User Guide: Ortoo Q-assign Quick Start Guide

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Comparing Q-assign to Omni-Channel

Comparison of Q-assign to Omni-Channel

Comparing Q-assign to Omni-Channel