Anthony Wong

Our support portal is at support.sharpencx.com. Use it to open requests, check on them, and browse our help articles. Sign in for the first time How you get in depends on whether you've contacted u...

Use this guide to enable multi-factor authentication (MFA) for users in Sharpen. MFA adds a second step at sign-in by requiring users to enter a temporary code from an authenticator app after they ...

IntroductionIn Salesforce, the Utility Bar provides quick access to commonly used tools and features within your app. Adding a phone utility to the Utility Bar allows users to access telephony func...

ObjectiveTo retrieve data from Salesforce APIs, a phone number or Automatic Number Identification (ANI) must be provided. To ensure consistency in format, the phone number is standardized using a S...

OverviewThis document provides a step-by-step guide on how to obtain an OAuth token from Salesforce. The process involves acquiring the Client ID and Client Secret, configuring Salesforce for API a...

Field NameDescriptionExample ValuesScorecard NameThe name assigned to the scorecardCustomer ServiceScorecard IdUnique identifier associated with the scorecard name985143AA48156B848D1Scorecard Quest...

“What should I look for?”Compare each individual agent’s interaction time to their pause time for each day of the previous week. Also look for which pause reasons are taking up the most of your age...

“What should I look for?”Look at the current day’s call data to address performance issues before they affect the entire work day. Use the big number stats to analyze whether your call center is pe...

“What should I look for?”Since this is aggregate data, you’re looking for outliers that stand out across your dataset. (e.g. does an agent have significantly different talk time compared to the res...

Agent Desktop Recording REQUIRES that any agent whose screen you wish to record, must have the Sharpen tray app/service installed and operational before their screens are recorded. Currently we su...