Overview
The Internal Controls section of the Interaction Window gives agents the tools they need to manage an active interaction from start to finish. From here you can place a customer on hold, transfer the interaction, enter DTMF tones, add interaction notes, disposition the call, and hang up when the interaction is complete.
Hold
Clicking the Hold button places the customer on hold and plays the hold music associated with your queue. A spinning yellow hand icon will appear to indicate the customer is waiting.
While a customer is on hold you can:
Transfer the interaction
Enter or continue adding interaction notes
Disposition the interaction
Make an outbound dial
Send an SMS or MMS message
Browse customer history and details
When you are ready to resume, click Unhold to reconnect with the customer.
Transfer
Sharpen supports transferring interactions to a specific agent, another queue, or an external contact number. Agent and queue transfers are available across multiple interaction types. Contact (external number) transfers apply to voice calls only.
Transfers can be initiated while the customer is live on the interaction or while the interaction is on hold.
To transfer an interaction:
Click the Transfer button in the upper-left corner of the Interaction Window.
A pop-out window will appear with three tabs—Agents, Queues, and Contacts.
Select the destination and complete the transfer.
For full transfer instructions and scenarios, see Transferring an Interaction in Sharpen Q.
Dial Pad
The dial pad icon is located near the Hold and Transfer buttons in the upper-left area of the Interaction Window. Use it to enter DTMF tones during a call, for example, navigating an external phone menu that prompts you to press 1 for Sales or 2 for Service.
Interaction Notes
The Interaction Notes field allows you to type notes during an active interaction or during the wrap-up period after it ends. When Sharpen's API integration is configured, notes entered here sync directly back to your CRM or ticketing system, eliminating the need to enter the same information in multiple places.
The Interaction Type and End Result fields are used to disposition the interaction. Like notes, these can be filled in during the interaction or after it concludes during wrap-up.
Hang Up and Wrap Up
Once the interaction is complete, click the Hang Up button. This transitions you to the Wrap Up screen, where you can finalize your notes and disposition before saving. If the customer ends the interaction first, the transition to wrap-up happens automatically.
The default wrap-up period is 60 seconds.
If you need more time, click the Extend Wrap Up button—this resets the wrap-up timer to 30 seconds. Note that clicking Extend Wrap Up restarts the timer rather than adding time to whatever remains, so it is best to use it when you actually need the extra time rather than as a precaution.
You can extend wrap-up multiple times if needed.
When your post-interaction work is complete, click Save to exit the interaction and return to the Sharpen Q dashboard.