Anthony Wong

OverviewSharpenDB is Sharpen's built-in database tool that allows administrators to create and manage custom data tables directly within the Sharpen platform. Tables can be structured with custom c...

OverviewA “My Queue” serves as a direct Q route to your Q users. Most commonly, the benefit is experienced for Q users who are also likely to receive direct calls to a DID. By default new users do ...

OverviewThe AI Agent panel connects a caller to a configured AI agent within your Logic+ flow, enabling fully conversational self-service interactions powered by a large language model (LLM). When ...

OverviewThe Time Delay panel pauses a Logic+ flow for a specified amount of time before allowing it to continue to the next panel. Delays can be configured in seconds, minutes, hours, or days, givi...

OverviewThe “Response” panel returns a JSON object from a Logic+ flow when the flow is invoked through the /execute API endpoint. It is the bridge between a Logic+ flow and any external system that...

OverviewWhat is a Webhook?A webhook is an automated method of sending data from one system to another when a specific event occurs. Rather than requiring an external system to continuously check fo...

OverviewThis article covers the webhook functionality available within the Sharpen Q queue configuration. Webhooks configured here allow you to send real-time event data to an external URL when spe...

OverviewThe Logic+ AI Agent data source provides interaction records generated by AI Agent conversations, including call details, AI-generated summaries, sentiment and topic data, tool call activit...

Unlock the full potential of your contact center data with our new AI Insights tool, part of Sharpen’s Usable AI Bundle. Instead of manually sifting through spreadsheets and charts to find performa...

OverviewAI Scorecards are part of the Usable AI bundle and are designed to enhance quality management in your contact center by automatically generating a quality score for every interaction. Rathe...