Anthony Wong

OverviewThe Notify Agent in Queue panel sends an in-app notification to a specific agent who is currently logged into a queue. The notification is non-intrusive and will not interrupt any active in...

There may be scenarios where an agent or supervisor would flag an interaction for review. An interaction can be flagged in Contacts, People, Insights (Queue Activity data source), or if an agent h...

OverviewThe Customer 360 panel reviews a specific customer's inbound queue call activity on the Sharpen platform and returns the results as a JSON object stored in a variable. The panel only calcul...

OverviewThe Disconnect panel terminates a call at a defined point in your Logic+ flow. It is used in scenarios where ending the call is the appropriate outcome — such as after playing a closure pro...

OverviewThe Send SMS panel sends a text message from within your Logic+ flow according to the settings you configure. It can be used at any point in a flow to deliver notifications, confirmations, ...

OverviewThe Send Email panel sends an email from within your Logic+ flow according to the settings you configure. It can be used at any point in a flow to notify recipients, deliver information, or...

OverviewThe Switch panel evaluates a variable in your flow and routes execution down different paths based on the result. It is commonly used to make decisions based on caller input or other dynami...

OverviewLogic+ is a robust workflow tool designed to streamline customer interactions, elevate agent productivity, and optimize call flow management. It enables organizations to build, customize, a...

OverviewChromium-based browsers, including Google Chrome, require a user to interact with a web page before the browser will allow audio to play automatically. This is a built-in browser security p...

Common chat tools such as Slack, Google Chat, or Microsoft Teams support the use of webhooks to generate automated messages to defined channels. This article describes how to configure Sharpen Acti...