Anthony Wong

OverviewCustom Contacts allow administrators to create and manage a shared set of contacts that are made available to agents directly within the Sharpen interface. Unlike user-defined contacts that...

OverviewQ Pause Reasons are the labels agents select when they pause from queue work; for example, Break, Meal, Meeting, or Training. Each pause reason can be made available to all agents or restri...

OverviewQ Classifications, also commonly referred to as "dispositions" or "disposition codes," allow administrators to create custom categories for labeling interactions based on their type and out...

OverviewQ Templates provide agents with a searchable library of pre-written, customizable text responses that can be used during email, SMS, and webchat interactions. Administrators configure templ...

OverviewQ Scripts is a feature within the Sharpen platform that displays contextual, real-time information to agents based on the queue an interaction is routed through. Scripts can be tailored to ...

OverviewInbound Routes are the entry points for all incoming call flows within the Sharpen platform. Each inbound route is associated with a Direct Inward Dial (DID) number, a phone number intended...

OverviewThis article covers how to apply conditional formatting to an Agent Vue. The examples use the Vue built in the Building an Agent Vue article, which includes the following containers: Avatar...

Summary A common request in the industry is offering post call surveys. These allow the company to understand more about customers’ interactions with the company’s agents. This feedback helps to d...

Advanced workflows allow Sharpen to make decisions based on the information added to the system and ensure that the interaction is going where it needs to go. An advanced workflows functions as an ...

OverviewOne Click Voicemail allows agents to leave a pre-recorded voicemail message during outbound calls without waiting for the recipient's greeting to finish. When a call reaches voicemail, the ...