Q-assign for Salesforce:

Using the Q-assign User Status Tool


Introduction

QA User Status supports:

  • Setting a User’s overall Presence within Q-assign. Available means that the user is currently present and therefore eligible for record assignment across all Assignment Groups where they are enabled. Unavailable means that the user is currently not present and therefore not eligible for record assignment within Q-assign.
  • Setting whether a User is enabled for record assignment within each Assignment Group. Enabled members are allowed to have records assigned by this Assignment Group, whereas disabled members are not.
  • The ability for Users to Pull records as a means of manual assignment, detailed in the Pull Records (Manual Assignments) section.

 

The Change User button allows Users with the Q-assign 'Administrator' or 'Manager' permission to switch to another User:

 

Users can be Enabled/Disabled for Assignment Groups in this section. Once the Users are disabled for an AG, they are no longer able to get records from that AG.

QA User Status, shows the following information for a User:

 

  1. Presence within Q-assign - used to determine whether a user is currently present and available for record assignment within Q-assign.
  2. Logged in to Salesforce - shows whether the user is currently logged in to Salesforce.

 

Pull Records (Manual Assignments)

Records can be manually pulled by the Users using the Pull option. Make sure Show Pull Button to Members is checked in QA Assignment Group Details section of Assignment Groups. This option enables AG members to get the records by themselves. Please note that the Members can 'Pull' only those records which satisfy the Assignment Group's selection criteria and also the User has the capacity (quotas) to get records.

 

Users can get the records manually (i.e., Pull) as follows:

  1. Go to QA User Status tab
  2. Click Pull Case (depends on AG's object) link
  3. To see the newly assigned record, click on the Click Here link

  1. Member will get an error message if there are no records to be assigned or if any quota has reached for the User pulling records

 

User Shift and OOO Settings

In User Shift and OOO Settings section, Users (having the Q-assign Administrator, Manager or User permission set) can set their Shift and Out Of Office hours.

For more details and help on this section please see the page User Shift and OOO Settings.

 

 

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

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