Logic+ Sidekicks

Overview

Sidekicks are automated monitors that attach to your queues and watch over every call as it is handled by an agent. When a configured condition is met, such as a call running unusually long or a caller being transferred multiple times, the Sidekick triggers a Logic+ automation of your design, allowing you to take action on a call while it is still in progress.

Think of a Sidekick not as the action itself but as the mechanism that watches calls and decides when it is time for your Logic+ flow to act. The automation triggered by the Sidekick can do virtually anything, notify a supervisor, update a CRM, send an alert, or reach out to the customer directly.

Before You Begin

Sidekicks are configured in two places: directly on the queue you want to monitor or within the Logic+ flow itself. The configuration is shared between both locations, so a Sidekick set up on a queue will also appear in the associated Logic+, and vice versa.

To configure from Logic+: Open the desired Logic+, click "Configure" in the top-right of the UI, then select the "Sidekick Bots" tab.

To configure from a Queue: Go to Admin → Configuration → Sharpen Q, select the desired queue, scroll down to Sidekick Bots, and enable the toggle.

Interaction Triggers

Each Sidekick is configured with a trigger, the condition that causes it to fire and launch its associated Logic+ flow. The following trigger types are available:

• Long Calls

  • Triggers when a call exceeds the specified duration. The timer is based on the queue entry time. For example, if set to 15 minutes, the Sidekick will fire on any call that reaches 15 minutes in the queue.

• Short Calls

  • Triggers when a call ends in less than the specified duration. Unlike other triggers, this one fires after the call has ended rather than while it is running, since the call must be complete for its length to be known. The timer is also based on queue entry time.

• Number of Transfers on a Call

  • Triggers when a call is transferred more times than the configured threshold. The UI requires a "Greater Than" value, meaning the Sidekick fires on the next transfer after the threshold is reached. For example, a value of 2 means the Sidekick triggers on the third transfer.

• Number of Holds on a Call

  • Triggers when a call is placed on hold more times than the configured threshold. Like transfers, the UI requires a "Greater Than" value. For example, a value of 2 means the Sidekick triggers on the third hold.

• Answer Interaction

  • Triggers when an agent answers an interaction.

• End Interaction

  • Triggers when an interaction ends, after wrap-up if wrap-up is configured.

Example Use Cases

Sidekicks can be paired with any Logic+ automation, making them flexible enough to address a wide range of contact center scenarios. Some examples of what you can do:

• Long call alert:

  • Notify a supervisor when a call exceeds your average handle time so they can intervene, whisper, or join the call.

• Multiple transfers:

  • Detect when a caller has been transferred several times and have a supervisor or senior agent reach out directly.

• Excessive holds:

  • Flag calls where a customer has been placed on hold repeatedly so action can be taken before the caller disengages.

• CRM updates:

  • Use a generic integration to automatically update your CRM with call details when an interaction ends.

• Quality management:

  • Send an email to your QM team flagging a call for review based on duration, hold count, or transfer count.

• Agent desktop notification:

  • Push a suggested action to the agent's screen in real time using the Agent Assist panel.

• Short call tracking:

  • Alert a team lead when an agent handles several short interactions in a row, which may indicate premature call endings.

• Customer history check:

  • Use the Customer360 panel in Logic+ to review a caller's history and take conditional actions based on what is found.

• Outreach:

  • Automatically send a follow-up call, SMS, or email to the appropriate team or customer based on what the Sidekick detects.

Likewise, to configure Sidekicks from within the Queue settings, just navigate to the Admin section of the app and click on Sharpen Q to reach the Queue settings. Scroll down to Sidekick Bots and enable the toggle.

Regardless of where it is configured in the application, the configurations are shared. Any sidekick configured on the Queue will be available on Logic+ and vice versa.