This article covers how to handle inbound interactions in Sharpen Q.
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First things first: Agent readiness
Sharpen's Customer Care app makes it easy for agents to help resolve customer issues—with a minimum of friction.
On logging in for the day, you'll want to check a few things to ensure that your experience unfolds how it's supposed to. Four items make up an Agent Readiness checklist. Once you have made sure you're in a Receiving Calls state and Active status, are logged into the right queues, and have call routing properly set up.
Review the Agent Readiness checklist here.
The Activity Side Panel
Once you are all set up, you'll want to watch the Activity Side Panel, found along the left-hand side of the screen.
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These are each shown below.
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The All Tab
The All tab is the most commonly used in a day-to-day manner, as it lets you see what all is waiting in the Q.
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You can see additional information by either clicking on an interaction's tile, or clicking the diagonal double-arrow in the upper-right corner to expand all interactions' details.
Incoming Interactions
When an interaction comes into a Q you're logged into, it will slide into the Activity Side Panel, as shown below:
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You'll see who's calling, and have the opportunity to either Answer or Reject the interaction by pressing the appropriate button.
Answering an Interaction
Once you answer an interaction, it will move to the top of the side panel, above a purple line at the top of the panel. This shows that the interaction is now yours.
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Also note that if you are logged into multiple Qs, one or more with switching enabled and one or more without switching enabled, whether or not the side panel remains in view will vary from interaction to interaction—just depending on whichever Q the interaction came from.
The Interaction Window
Customer Information
Once you are engaged with a customer, the Customer Information section of the Interaction Window serves up relevant, customer-specific information and history.
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To see the granular details of specific past interactions, clicking on any of them will open the Record Details.
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Internal Controls
While on an interaction, you can use the items in the Internal Controls section of the Interaction Window in order to:
put an interaction on hold,
transfer the interaction (to another agent, queue, or external contact—depending on the interaction type),
make an outbound dial,
enter Interaction Notes and disposition the interaction (Interaction Type, End Result), and
hang up the interaction.
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Q Tabs
Over the course of a live interaction, Q Tabs add extra types functionality to the Interaction Window.
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Send an outbound SMS/MMS message to the customer while speaking with them on the phone,
Send an outbound Email to the customer while they're on the line, and
Securely collect customers' payment information via Sharpen Payments, which you can read more about here.
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Closing an Interaction / Wrap Up
When an interaction is finished, click the Hangup button to transition to Wrap Up. During wrap up, you can finish any Interaction Notes, and disposition the interaction.
While the length of allotted wrap up time is customizable by your Admin, clicking the Extend Wrap Up button resets the Wrap Up timer to 30 seconds. Considering this, it's best to not click that button until you have less than 30 seconds remaining and are sure you need more time.
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This is one article in a series covering Sharpen Q. Click on any of the links below to access specific Sharpen Q topics/articles: |