Anthony Wong

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...

OverviewThe Performance Management data source can be used to build charts in Insights, just like the Queue Activity and Queue Segment Activity data sources. There are a few differences to be aware...

OverviewWrap-Up Hold (WH) is a status that occurs when an agent has placed a call on hold and the remote party disconnects before the agent re-engages with the call. Rather than losing the interact...

Building a Performance Management ReportOverviewThe Performance Management data source in Insights allows you to build reports and charts using the same metrics that power Performance Tiles on the ...

OverviewThe Performance Management data source is available in Insights and contains the underlying data that powers Performance Tiles. When you need to go beyond what is visible on the Sharpen Q d...

OverviewIf you see colored metric tiles at the top of your Sharpen Q dashboard, your administrator has enabled Performance Tiles for your User Group. These tiles give you a real-time snapshot of ho...

OverviewThe Sharpen platform is built to work with your existing equipment with minimal configuration required. However, software privacy settings, browser permissions, network conditions, and hard...

When using Sharpen Q phone, Google Chrome and Microsoft Edge WebRTC Internals logs can be used to troubleshoot audio issues, such as one-way audio. These logs can verify if audio is being received ...

When using the Sharpen Q Phone, you must grant the application access to your microphone, both through your Operating System, as well as your web browser. If you do not allow access to the micropho...

OverviewUser Groups control both the permissions and interface access available to different sets of users within the Sharpen platform. They determine which areas of the Sharpen portal each user ca...