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
 

Please contact us at support@ortooapps.com for any questions.

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