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put an interaction on hold,
transfer the interaction,
make an outbound dial,
enter interaction notes, or
hang up the interaction
Putting an Interaction on Hold
Pressing this button puts the customer on hold and plays the hold music associated with your Q.
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When you are ready to resume the interaction, click the Unhold button.
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Transferring an Interaction
For interactions like calls and chats, Sharpen accommodates a few different transfer types. Depending on the interaction type, you can transfer an interaction...
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After clicking the Transfer button, a pop-out window appears. It contains three tabs—Agents, Queues, and Contacts. From there, you can select where you want the interaction transferred to, and then complete the transfer.
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Using the Dialpad
Toward the upper-left corner of the interaction window—next to the Hold and Transfer buttons—is a dial pad icon. The dialer enables you to enter DTMF tones (e.g., press 1 for Sales, 2 for Service).
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Entering Interaction Notes
When utilizing Sharpen's API's, the Interaction Notes field syncs back to your CRM/ticketing system, eliminating the need to take notes in multiple places.
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The Interaction Type and End Result fields are for dispositioning the interaction, and, like with Interaction Notes, selections can be made either during the interaction, or after it has concluded (Wrap Up).
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Hanging Up an Interaction
Once the interaction has concluded, click the Hangup button.
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Once you've wrapped up the post-call work, click Save to exit the interaction and return to the Sharpen Q Dashboard.
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