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Sharpen Q is Sharpen’s ACD system. Queues are incredibly customizable and play an integral role in connecting each customer to the best available agent.
Creating and Editing Queues
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Creating and Editing Queues
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.
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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
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Scorecards are internal forms focused on improving feedback and coaching on specific interactions. Score Cards can be developed for individual queues and assigned here.
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For more information on developing Score Cards, see Admin > Configuration > Sharpen Tables. |
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Q Strategy Options—Toggle Switches
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This allows you to use a unique Auto Attendant for a specified queue. This is beneficial in instances where you are creating a processing queue, and this gives you to the ability to set announcements and options—without leaving the Q page. These options are the same as configuring a standard Auto Attendant.
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For more information, see Admin > Configuration > Auto Attendant. |
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The options on this page all contain the same sub-option—the frequency with which you want the system to prompt the customer.
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Select a specific next step to occur if/when the Max Wait Time is reached.
External Number
Auto Attendant
Ring Group
Extension
Voicemail
Time Control
Voicemail Broadcasting
Sharpen Q
Sharpen Q Voicemail
Sense
Sharpen Q Force Callback
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For more information on each of these options, see Admin > Configuration > Auto Attendant. |
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It is important to consider frequencies as a whole. If all of these settings are turned on, the announcements could begin to overlap or become cumbersome to the customer experience. If, for example, your Queue Callback option is repeating every 30 seconds, and it takes 20 seconds to move through the annoument
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Exit No Agents
Determine whether you want to route the call to a new location when no agents are logged into a particular queue. The system continually checks for this condition/setting. This means that if there are 50 customers waiting in the queue, and all agents sign out of the queue, then the "If No Agents" routing would be used.
If Max Wait Time is Reached
Select a specific next step to occur if/when the Max Wait Time is reached.
External Number
Auto Attendant
Ring Group
Extension
Voicemail
Time Control
Voicemail Broadcasting
Sharpen Q
Sharpen Q Voicemail
Sense
Sharpen Q Force Callback
For more information on each of these options, see Admin > Configuration > Auto Attendant.
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,
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your
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customer is only getting a 10-second break before hearing the announcement again.
Exit No Agents
Determine whether you want to route the call to a new location when no agents are logged into a particular queue. The system continually checks for this condition/setting. This means that if there are 50 customers waiting in the queue, and all agents sign out of the queue, then the "If No Agents" routing would be used.
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Select the specific next step if no agents are available. For more information on each of these options, see Admin > Configuration > Auto Attendant.
External Number
Auto Attendant
Ring Group
Extension
Voicemail
Time Control
Voicemail Broadcasting
Sharpen Q
Sharpen Q Voicemail
Sense
Sharpen Q Force Callback
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For more information on each of these options, see Admin > Configuration > Auto Attendant. |
Exit no Agents Chat Message
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