Sharpen Q is a queue system that allows agents to receive calls from queued callers. Examples of this system in use would be a help desk or call center.
Why would I want to use Sharpen Q?
Sharpen Q reduces the number of distractions for agents by only ringing an agent as they are available. Sharpen Q also allows agents to login to separate specialized queues based on their job responsibilities.
How do I enable Sharpen Q?
If you wish to add Sharpen Q to your account, please contact our sales team at firstname.lastname@example.org
How do I create a queue?
- Login to the Sharpen portal as an Admin
- Navigate to Configuration > Sharpen Q
- Click the ‘new queue’ button at the top right of the page
- Set a name, extension number (4 digits)
- Set the Caller ID Name
- Set the Caller ID Number
- Click ‘save’ at the bottom of the page
This looks complex! What are all these options?
- Least Recent: The available agent who has not received a call the longest will be the first to take the next call
- Random: The system will randomly select an available agent to take the next call
- Enable or disable
- Routes calls based on skills assigned to agents
Ring Via Notify Call
- Notifies agent of incoming call by showing an orange bar at the top of their Sharpen Q dashboard
Initial Music on Hold
- Music that plays initially when placed on hold
Music on Hold
- Music that plays after initial music on hold
Alert Agent Hold Time
- Notify agent of how long they have been on hold
- Queue priority level
Ring Agent Time
- Amount of time a call rings an agent before the call moves to a different agent
- On Demand: Dial *9 to initiate call recording
- Always: call recording always enabled
- Allows you to use an auto attendant for the queue
Custom IVR Frequency
- How much time before the IVR initiates
Custom IVR Announcement
- Sound file that plays when the IVR initiates
- Options the caller is allowed to select during the IVR
- Allows the caller to hang up the call and reserve a spot in line. The queue will call the caller back when next in line to be called.
Queue Callback Frequency
- How long the system waits before offering the Callback option. Cannot be the same time frame as the IVR or other frequency
- Notifies the caller of their position in line
Caller Position Frequency
- How often the caller is notified of their position
Avg Wait Time
- Notifies caller of the average wait time before their call is answered
Avg Wait Time Frequency
- How often the caller is notified of the average wait time
Exit No Agents / If no agents
- Routing option the caller is sent to if there are no agents available in the queue to answer the call
Max Wait / Max Wait Time / Max Wait Time Reached
- Enables the maximum amount of time a caller will wait before being routed to a different location.
Queue Stats / Queue Stats Refresh
- Enables queue stat tracking and the ability to set a time range for when those stats are tracked. Can set the refresh time on the stats
Queue Stats Target Hold Time
- Target hold time that displays on the stats page
Queue Stats Start/End Time
- Start and end time for stat tracking to start and end