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The Sharpen Q Page gives you the ability to edit or create a new queue. Both choices take you to the Edit Queue form with the same editing options.
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Name & Extension
Name your queue and provide a NEW extension. (Note that these are internal settings, and are not visible to the customer.)
CallerID Settings
Provide an external-facing name and outbound phone number.
Music On Hold Options
Initial Music plays to the customer prior to the agent answering the call.
Music On Hold plays to the customer if they are placed on hold after the interaction has started.
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This section begins the granular Q strategy of your setup. While it looks like a lot of options, these are not required to create a queue—they are just meant to give you flexibility in your approach.
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Strategy
This is basic strategy for distributing incoming interactions.
Least Recent - An interaction will go to the agent who has gone the longest without receiving an interaction in that particular queue.
Random - The system will randomly select the next available agent to take the next interaction.
Alert Agent Hold Time
Toggle this switch to play an audio prompt of the customer hold time to the agent before the customer is connected with the agent.
Skills Routing & Required Skills
Determine whether a particular queue will consider Q Skills when routing incoming interactions. Required Skill Routing ensures that interactions with required skills attached are only routed to agents with the corresponding skill.
Required skills must be named properly in order to function in this way. In both cases, you'll still need to create and assign skills to your Inbound Route or IVR.
Messages
Determine whether a particular queue can receive SMS/MMS interactions. Note that toll-free numbers support SMS but do not support MMS.
Ring Agent Time in Seconds
This is the duration of time the system will ring an agent before moving on to the next agent.
Queue Weight
In instances where agents are logged into multiple Queues, setting the Queue Weight allows you to prioritize interactions from specific Queues. The higher the weight, the more prioritization from one queue to the next (e.g., always prioritizing Tier 2 interactions over Tier 1 interactions).
Pickup Timeout in Minutes
This outbound setting is the amount of time an agent can view the outbound interaction before the system sends it back to the queue.
Call Recording
Select how call recording works within a particular queue.
Always - Each call is recorded and available via Insights.
On Demand - An agent has the ability to begin recording the call through the interface.
Continuing down the Edit Queue page, you'll find the email settings.
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Inbound Queue Email Address
This is an AlphaNumeric email address assigned to the queue. If you have an email address created for this queue (e.g., support@ABC.com), ensure it is forwarding to this inbound email address in order to receive email interactions in the queue.
Outbound Queue Email Address
Instead of using individual agent email addresses, this lets your agents email from the same Outbound Queue Email address when emailing a customer.
We recommend matching the outbound email address to your forwarding inbound address (e.g., support@ABC.com). This ensures that customer responses to the email re-enter the queue.
Outbound External Transfer CID Override
This allows you to customize the information that will display for the external party. This can be helpful if you know that specific information is needed for them to pull customer information. Adjusting the CID can help ensure a seamless transfer and customer experience.
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Allows web chat interactions and logs on a particular queue. Additional theme configuration options for web chat can be found in Admin > Configuration > Sharpen Chat.
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Chat Case and Ticket Settings
Toggling this switch enables you to pull Case and Ticket information from within your database to associate with chat interactions.
Email Chat Log
Email a chat transcription to a specified email address.
Enter multiple email addresses with the "Add Another Email" button.
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Other options may be available to you (e.g., Salesforce) as you customize your Sharpen experience. For more information on these additional options, please contact your Client Success Manager. |
Desktop Recording
Desktop Recording is a feature available to all Sharpen customers. It records all connected agent screens from the time the inbound call is answered answer until the agent clicks “save” (end of wrap up) in Sharpen Q (on Windows and Mac).
Use the sliders in the Queue Settings to adjust the Targeted % of calls you want to record in the queue and how long you'd like to save the recordings using the Retention slider.
For more info on Desktop Recording, check out the article here.
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This is one article in a series covering Admin Configuration topics. |
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