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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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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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Your manager/admin has goals associated with each tile. 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). This means that a few outlier calls won’t radically change your overall metrics and that your tiles are representative of your performance as a whole. You should strive to incrementally improve your overall performance for each of the tile metrics. If you have more questions about Performance Tiles, click hereto view a basic FAQ
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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: |
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