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Make sure you're in a Receiving Calls state
Verify Active status
Check call routing options
Manage which queues you are logged into
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Accessing Sharpen Q
Navigate to Within Google Chrome, navigate to http://app.sharpencx.com and enter either or app.iz1.sharpen.cx (your admin will let you know which link applies to your organization), and log in with your Sharpen credentials or Single Sign-On details.
Then, click the drop-down menu in the upper left corner and select Sharpen Q.
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These three components are highlighted below:
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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.
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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.
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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.
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If an issue like this persists, alert your supervisor or Sharpen Admin. |
Call Routing
Next, choose where you'd like to route your calls.
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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.
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Once you have the right Qs logged in, click the X to exit the My Queues window and return to the Sharpen Q dashboard.
Performance Tiles
If you’re seeing the tri-colored tiles on your SharpenQ dashboard, your manager has turned on a new Sharpen feature, Performance Tiles. These three tile metrics (and corresponding goals) have been selected specifically for your group with the goal being quick access on how you’re performing for your most important metrics.
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Don’t worry, this isn’t meant to “grade” every interaction--your tiles are representative of all calls over a rolling 7 or 30 day timeframe (whatever your manager has decided). If you have more questions about Performance Tiles, click hereto view a basic FAQ
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This is one article |
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covering Sharpen Q. |
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Click on any of the links below to access |
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specific Sharpen Q topics/articles |
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