SLA management on active duty
Set SLA targets per intent; ExpertLoop™ elevates Work Items approaching breach and adapts pairing criteria to hit the target — building on the skills-based routing you already run.
Editions · Salesforce
ExpertLoop™ for Salesforce
An operations layer added on top of the skills-based routing you already have in Agentforce Contact Center — prioritization, SLA management, traffic control. Installed from the AppExchange, run by your own team.
- Native Salesforce application
- Available on AppExchange
- Works with Agentforce
- US patent 11,658,886
- Configuration, not code
What it adds
Salesforce gives you the building blocks; ExpertLoop™ turns them into an operation
Six capabilities, all additive to your existing routing foundation.
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Business-impact prioritization
Each Work Item — a Conversation or a Voice Call — carries its own business impact score from intent, sentiment, customer value in your CRM, and your own Routing Attributes.
Intent-based pairing
Agentforce identifies the customer’s intent; ExpertLoop™ uses it to pair the Work Item with the human rep who can actually resolve it, proficiency included.
Adaptive traffic shaping
During peaks, capacity is preserved for the Work Items that matter most, while lower-value ones are deferred with alternatives and resumed automatically.
Agentforce handoffs with context
When Agentforce needs a human, the handoff is seamless: the search runs while the AI agent keeps serving, and the human rep joins with the full conversation context.
Insights to run it all
Rank, business impact, SLA trajectory, and pairing effectiveness are visible to your supervisors — steering by exception instead of dashboard vigilance.
How you adopt it
Live in days, not quarters
Install from the AppExchange
A native Salesforce application. It layers onto your existing setup instead of replacing it — External Routing for Omni-Channel is the integration point.
Configure, don’t code
Admins and supervisors set up Routing Attributes, business impact profiles, SLA targets, and skills through the interface. No custom code for the core features.
Operate inside Agentforce Contact Center
Everything ExpertLoop™ does, it does inside Agentforce Contact Center — your desktop, media, and reporting stay exactly where they are.
+60%
first-time resolution through intent-level pairing
−76%
supervisor intervention, while driving business impact
100%
configuration, not code — run by your own admins
See ExpertLoop™ on your own Salesforce org
Install from the AppExchange and run it with configuration, not code — or talk to us about your routing operation.