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There are a few areas within Sharpen where you can access different types of customer information: the Sharpen Q Dashboard (when you're logged in), the Interaction Window (when you are on an active interaction), and Insights (where you can find both historical and real-time type data.
Customer information—Sharpen Q Dashboard
From the Sharpen Q Dashboard, you can access some customer information via the Activity Side Panel.
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Like the other two tabs, the My History tab can be quick-searched and filtered. Clicking on an individual interaction opens its interaction record.
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Customer information—Interaction Window
The Customer Information section of the Interaction Window displays the current customer's interaction history with anyone at your organization.
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Note that different interaction types will have different types of information available. What is shown above, for example, are the details of a Messages-based interaction. If it were a phone call instead, you'd see the playable waveform and transcription details.
Customer Information in Insights
You can search Insights for specific interaction details, or to view more holistic/historical data. Insights offers several data sources and countless individual fields, as well as the ability to build custom derived fields and/or apply summary functions to specific fields.
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