Anthony Wong

OverviewGroupings pull together rows that share a matching value in a specific field, producing one consolidated row per distinct value. They are most effective when used alongside summary function...

Since summary functions reduce data to a single line (based on the field that has been summarized) and groupings pull like/matching data together according to a specific field/value, the most mean...

OverviewThis article walks through building a derived field that calculates the total duration of a customer's chat interaction, from the moment they entered the queue to the moment the interaction...

OverviewLive settings allow charts to automatically refresh with up-to-date data, making them well-suited for dashboards where real-time visibility matters. There are two live types available: Snap...

OverviewInsights gives you control over both the order fields appear in a report and how the data within those fields is sorted. These two things are distinct: reordering changes which column appea...

OverviewSharpen Insights is the reporting and analytics hub within the Sharpen platform. It provides tools to build custom reports, charts, and dashboards using your contact center data, giving you...

When Local Presence is set up (by SharpenCare), agents in a particular queue have the ability to display their Outbound CallerID as a local number for the area you are dialing. (e.g. Calling from I...

OverviewYour Outbound Caller ID Name (CNAM) is the name displayed to a recipient when you place an outbound call. Sharpen can submit CNAM update requests on your behalf for eligible numbers by comp...

OverviewDerived fields allow you to extend existing Insights data source fields into new, custom-calculated fields that can be used across all of your reports. By combining fields, operators, and s...

OverviewSharpen Q is designed to pair the right interaction with the right agent at the right time. Whether you are configuring a queue call flow or troubleshooting a routing issue, understanding h...