Anthony Wong

PurposeThis is a robust API that allows almost endless querying of Insights tables. Gives the ability to pull custom data, to better understand what is happening in your app.API RequestMethod: POST...

OverviewPerformance Tiles are metric displays that appear at the top of the Sharpen Q dashboard, giving agents a real-time view of their own performance data — such as handle time, wrap-up time, an...

OverviewPerformance Tiles display up to three agent-facing metrics at the top of the Sharpen Q dashboard, giving agents a real-time view of their performance against goals set by their administrato...

PurposeTo retrieve nearly all call details related to a given Sharpen Queue Call Manager ID.API RequestMethod: POSTSharpen IZ0 URL: https://api.sharpencx.com/V2/queues/getInteraction/Sharpen IZ1 UR...

OverviewThis guide walks you through setting up OAuth with refresh tokens to query Salesforce records via the REST API. This approach allows your application to maintain long-term API access withou...

OverviewSharpen Q Vue is a real-time dashboard designed for contact center supervisors and managers. It provides a live, comprehensive view of agent activity, customer queues, and key performance m...

OverviewSharpen's AI features provide automated sentiment analysis and interaction summaries for voice calls, chats, and SMS interactions. As agents complete interactions, AI-generated summaries an...

OverviewLogic+ flows can be triggered on demand by sending an API request to Sharpen's /v1/logics/ endpoint. This allows external systems, applications, or scheduled processes to launch a Logic+ ex...

ObjectiveAn Action Bot is a mechanism that facilitates event-driven queue actions. It triggers based on specified conditions, such as: Trigger Type: Event Subtype: Queue (specific, multiple, or all...

IntroductionFor security reasons, the token used for Salesforce will expire periodically. Instead of generating a new token for every request—which is inefficient—it is best to implement a temporar...