Anthony Wong

OverviewPerformance Tiles give agents real-time visibility into the metrics that matter most to your team. When used thoughtfully, they create a shared language around performance and serve as a na...

OverviewSharpen provides three real-time call monitoring features that allow authorized users to connect to live interactions for coaching and quality assurance purposes. These features are particu...

OverviewThe IP Whitelist Manager in Insights allows administrators to control which IP addresses have access to Dashboard links. While IP addresses can be added one at a time through the IP Whiteli...

At times you may want to block a malicious caller from occupying your resources. This guide provides instructions for setting up a number block list using a logic bot. Please note that this number ...

OverviewThis article explains how to delete a user in Sharpen, including important considerations for reusing extensions previously assigned to that user. Before You BeginDeleting a user will also:...

The goal of this article is to instruct a user through the process of identifying their in-use network adapter/connection, and how to go about disabling any non-essential ones that could be contrib...

In some circumstances, particularly for troubleshooting, it may be useful to explicitly define which webRTC server or region your Sharpen Q Phone or Connect phone is connecting to. This article des...

You may find yourself in a situation where, if you’ve not interacted with the Sharpen application through a Chromium-based browser (Google Chrome, Chromium, Microsoft Edge Chromium), audible alerts...

OverviewThis article covers the requirements for configuring an outbound SIP trunk from Sharpen to a remote customer endpoint. For requirements related to inbound SIP traffic coming from a remote d...

OverviewThis article outlines the requirements for establishing an inbound SIP trunk connection from customer equipment to the Sharpen platform. These requirements apply when customer-side infrastr...