...
Make sure you're in a Receiving Calls state
Verify Active status
Check call routing options
Manage which queues you are logged into
...
Accessing Sharpen Q
Navigate to app.sharpencx.com and enter either your Sharpen credentials or Single Sign-On details.
...
These three components are highlighted below:
...
Agent Readiness Checklist
Once logged in to the Sharpen Q dashboard, there are a few basic details worth checking, in order to ensure you're ready to accept incoming interactions.
...
These items include toggling between Calls Paused and Receiving Calls, verifying "Active" status, checking call routing options, and managing which queues you are logged into.
Receiving Calls
The importance of the "Receiving Calls" state should be self-evident. Note that the term "calls" here refers to all interaction types-not just calls.
...
| Info |
|---|
Remember, when your calls are paused, all interaction types are paused. |
Active
The next step in preparation is a quick one-simply verify that you are in an "Active" status.
...
| Info |
|---|
If an issue like this persists, alert your supervisor or Sharpen Admin. |
Call Routing
Next, choose where you'd like to route your calls.
...
When interactions enter the Activity Side Panel, answering, ignoring, and rejecting the interaction all happen the same way-across all routing types.
Manage Queues
Finally, it's important to be logged into the appropriate queue(s) for the day. Depending on your settings, you may be logged into a particular queue (or set of queues) automatically.
...
Once you have the right Qs logged in, click the X to exit the My Queues window and return to the Sharpen Q dashboard.
...
| Tip |
|---|
This is one article within a series that covers various aspects of Sharpen Q. Use the links below to access additional topics/articles. |
| Page Properties | ||
|---|---|---|
| ||
|