Anthony Wong

OverviewCall recording in Sharpen allows organizations to capture agent interactions for quality assurance, compliance, training, and dispute resolution purposes. Recording can be configured across...

OverviewA Whisper Prompt is a brief audio message played to the agent in the moment just before they are connected to a caller. It is designed to deliver quick, contextual information, such as the ...

Navigate to support.sharpencx.com and login with your credentials If you do not yet have credentials please complete the following course to gain access to the service desk. Introduction to Sharpen...

The SharpenCare Service Desk is your portal for all engagements with the SharpenCare team. Navigate our knowledge base, open requests, update requests, and see your company’s requests easily.FAQ: ...

OverviewThe Edit User page provides access to a comprehensive set of settings for an existing user account. Compared to the initial user creation form, editing offers significantly more configurati...

OverviewThe Manage Users section is the central location for creating and managing agent and supervisor accounts within the Sharpen platform. From here, administrators can view existing users, filt...

These workflows are preset webhooks that allow you to write data. Toggle the switches to globally apply the workflows to your interactions.If you are unsure of how these workflows impact your call/...

OverviewThe Billing section of the Sharpen Admin portal allows administrators to manage payment information, review active services and their associated costs, and access invoice and payment histor...

OverviewThe 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 u...

After completing the ServiceNow Configuration, it is important to link ServiceNow with Sharpen user accounts. Click the Edit button next to the user you’d like to associate to ServiceNow. Then, cli...