Anthony Wong

OverviewThe Time Control panel routes interactions based on the time and day they occur, allowing your Logic+ flow to behave differently depending on when it is triggered. It is ideal for any scena...

OverviewThe Logic+ Subroutine panel executes a selected Logic flow and returns its output back to your current flow, allowing one Logic to run seamlessly within another. It can call any Logic acces...

OverviewPredefined variables are versatile tools within Logic+ that allow you to modify values, retrieve specific call-related data, and integrate caller information into various workflows. These v...

OverviewMyQ Direct is a Sharpen feature that enables queue calls to route directly to an agent's desk phone without requiring the agent to be logged into the Sharpen Q application. This allows orga...

OverviewPrompt files in Logic+ are WAV format audio recordings used for pre-recorded messages within Logic+ flows. They are managed separately from standard Sharpen sound files and are only accessi...

OverviewTranscript Redaction is available for voice calls as part of the Sharpen AI Bundle. When enabled, Sharpen will automatically detect and redact sensitive data from call recording transcripts...

OverviewSharpen Insights is the reporting and analytics hub within the Sharpen platform, providing access to historical and real-time contact center data through configurable reports, charts, and d...

This article covers the steps that a Sharpen Care Team member (with Database write-access) can perform, in order to enable customer administrators to be able to access SharpenDB from the “configura...

OverviewWhen an agent leaves your organization or no longer requires access to Sharpen, their user account and associated extension can be permanently removed by an administrator. Deleting a user r...

OverviewThis article walks through the steps required to manually provision a Polycom phone to a Sharpen extension. Manual provisioning is typically used when automatic provisioning is not availabl...