Overview

The Queue Agent Settings section controls how an agent interacts with and behaves within Sharpen Q. These settings are automatically pre-configured based on the User Group assigned to the user, fields that have been set by a User Group will display a purple User Group tag next to the field name.

If you need to customize settings for a specific user that differ from their User Group defaults, you can override them here. To revert any changes back to the User Group configuration, click the User Group Defaults button at the top of the section.

For more information on User Groups, refer to this article.

Basic Usage Information

This section displays read-only reference data that can be helpful for troubleshooting:

• Last Login Time — The most recent date and time the user logged into Sharpen.

• Last Call Time — The most recent date and time the user handled an interaction.

• Queue Email Address — The user's unique queue email address (e.g., 577con2329@sharpen.com).

Queue Agent Settings

• Agent Wrap-Up Time (in seconds)

  • The amount of time an agent is given after an interaction ends to complete post-call work such as notes or disposition codes. Agents can also manually extend their wrap-up time by up to 30 seconds.

• Call Notification

  • When enabled, agents will receive browser pop-up notifications in Google Chrome when a new interaction arrives, even if they are on a different tab.

Outbound Q

• Outbound Q

  • Sets the default Outbound Queue for this agent. When Outbound Q Status is enabled, outbound calls placed via a desk phone or Sharpen Connect will be routed through the specified queue rather than directly through the agent's extension.

Pause Settings

• Allow Agent to Enter Pause

  • Controls whether agents can set their status to a paused state to temporarily stop receiving interactions.

• Enable Auto Pause

  • Automatically pauses an agent after a set number of missed interactions.

• Auto Unpause on Login

  • Unpauses an agent when they log in.

• Auto Pause Count

  • You set the numerical value that would trigger an auto-pause event. For example, a value of 1 means the agent will be paused after missing more than one interaction.

• Auto Unpause on Logout

  • Unpauses a representative upon their logout.

Q Phone Tabs

Q Phone Tabs are configurable interface elements that, when enabled, activate specific communication features within Sharpen Q, such as Phone, Contacts, SMS, Voicemail, Email, Video Calling, and Directory access.

Q Interface Options

• Allow Agent to Delete CP Calls

  • Determines whether the agent is permitted to remove interactions from the queue.

• Allow Agent to Toggle Recording

  • Controls whether the agent can manually start or stop call recording during an interaction.

• My History Tab

  • Determines whether the My History tab is visible in the agent's side panel, allowing quick access to recent interactions for annotations or callbacks.

• Preview Chat

  • When enabled, agents can see a real-time preview of a customer's message as it is being typed, before it is sent.

• Limited Transfer Access

  • Restricts the queues available to the agent when using the Queue Transfer feature.

• Forced Auto Answer

  • Controls whether an interaction is auto-assigned to a representative.

Other

• Email Destination

  • Specifies the queue where emails sent to this agent's Queue Email Address will be delivered as interactions.

• Auto-Close Salesforce Tabs

  • When enabled, Salesforce tabs opened during an interaction will automatically close within the Sharpen Q interface when the interaction ends.

• Resource Level

  • Adjusts the resolution and window size of the Sharpen CTI interface for this user.

Queues

• Queue Accessibility

  • Defines which queues this agent can access. Click a queue name to move it between the Accessible and Inaccessible columns.

    • Auto Login

      • If an agent should be automatically logged into a specific queue every time they sign in to Sharpen Q, configure that here. The system will log the agent into the designated queue automatically upon each login.

    • Disallow Logout

      • Prevents a representative from logging out of a queue that has been assigned to that user.

Skills

If Q Skills have been created under Admin > Configuration > Q Skills, they can be assigned to an agent in this section. By default, every agent is automatically assigned a sagent skill, which appears in the format: sagent + [company number] + con[agent extension]. This skill must be present on the agent's account for them to receive interactions within a Queue.