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Q Points (Prioritizing Interactions)

Q Points (Prioritizing Interactions)

Overview

Q Points is a prioritization metric in Sharpen that determines the order in which interactions are assigned to agents. Interactions with a higher Q Points value are moved ahead of others in the queue, ensuring that urgent or high-value interactions are addressed first. Q Points can be assigned or adjusted through several methods depending on your configuration.

Method 1: Logic+ (Inbound IVR)

There are two ways to assign Q Points within a Logic+ inbound IVR flow. Both methods apply points before the interaction enters the queue and are only available within an inbound IVR context.

The methods below apply points at the IVR stage. For adding points while an interaction is already in queue, see Method 4: Logic+ with Webhooks.

Option A — Transfer to Queue Panel

  1. Navigate to Admin > Configuration > Logic+ and open the flow you want to configure.

  2. Open the Transfer to Queue panel you want to assign Q Points to.

  1. Locate the Priority field and enter the desired Q Points value.

  1. Click Close, then click Save as New Draft and Save.

  2. Click the expand button next to Manage, then click Publish.

  3. Type PUBLISH in the confirmation field and click Publish.

Option B — Set Variable Panel

  1. Within your Logic+ inbound IVR flow, add or open a Set Variable panel at the point in the flow where you want points assigned.

  2. Set the variable name to queuePoints.

  3. Set the value to the desired number of Q Points.

  1. Save and publish the flow.

Here is the updated section:

Method 4: Logic+ with Webhooks (In-Queue Points)

If you need to assign or adjust Q Points while an interaction is already waiting in queue, this requires a combination of Webhooks, a Logic+ flow, and the Update Queue Member API configured via an Integration panel.

Step 1: Create the Integration

  1. Navigate to Admin > Configuration > Integrations.

  2. Click Add Integration and select Generic as the integration type.

  3. Configure the integration with the following values:

    • Name: A descriptive name of your choice

    • Base URL: https://legacy-api.iz1.sharpencx.com

    • Protocol: REST

    • Authorization Type: None

  4. Click Save.

Step 2: Create the Logic+ Flow

  1. Navigate to Admin > Configuration > Logic+ and click Create in the upper-right corner.

  2. Select New Workflow, enter a name and description, then click Create.

Step 3: Configure the Integration Panel

  1. At the bottom center of the Logic+ canvas, click + and select an Integration panel.

  2. Set the panel role to Initiates Flow if this is the only panel in your flow.

  3. Configure the panel with the following values:

    • Integration: Select the integration you created in Step 1.

    • Path: queues/updateQueueMember/

    • Method: POST

    • Headers: Leave blank

    • Request Body:

{ "cKey1": "Your_cKey1_here", "cKey2": "Your_cKey2_here", "queueMember": { "queueCallManagerID": "$(queueCallManagerID)", "queuePoints": "100" } }

  1. Replace Your_cKey1_here and Your_cKey2_here with your organization's API keys. These can be found by navigating to Admin > Developers — your keys are located in the bottom-right of that page.

  1. Update the queuePoints value to reflect the desired number of priority points for your use case.

Step 4: Publish the Flow

  1. Once your integration panel is configured and your keys and point value are set, click Publish in the upper-right corner.

  2. Type PUBLISH in the confirmation field and click Publish.

The flow is now saved and ready to be triggered by a Webhook.

Step 5: Configure the Webhook

  1. Navigate to Admin > Configuration > Webhooks and click + New Webhook in the upper-right corner.

  2. Configure the webhook with the following values:

    • Name: A descriptive name of your choice

    • Type: Logic+

    • Trigger: Select Enter Queue, or choose another trigger that best fits your needs

    • Logic Module: Select the Logic+ flow you created in Step 2

    • Assign Queues: Select the queue(s) where you want Q Points applied

  1. Click Create Webhook.

A newly created Webhook may take up to 30 minutes to become active. Allow this time before testing.

For additional details on the Update Queue Member endpoint, navigate to Admin > Developers > Documentation, click Search, and type Update Queue Member.

Method 3: Inbound Routes

Use this method to assign a fixed point value to all calls arriving through a specific phone number.

  1. Navigate to Admin > Configuration > Inbound Routes.

  1. Search for and select the number you want to configure, then click Edit.

  2. If not already enabled, turn on Advanced Options.

  3. Set the Q Call Points field to your desired point value.

  1. Click Save.

All subsequent calls arriving through that number will carry the configured Q Points value.

Method 4: Classic Logic

Use this method to assign Q Points within a Classic Logic flow.

  1. Navigate to Admin > Configuration > Logic & Actions.

  1. Open the Classic Logic flow you want to edit.

  2. Double-click the node where you want to assign Q Points.

  1. Click Select Variable and select Queue Points.

  1. In the Value field, enter the number of Q Points you want to assign.

  1. Click Save on the node, then click Save on the Classic Logic flow.

Method 5: Action Bots

Action Bots can be used to automatically assign Q Points to interactions as they enter a queue.

General Settings

  1. Navigate to Admin > Configuration > Logic & Actions and click New Action Bot.

  1. Enter a descriptive Name (for example, Assign 200 Queue Points to MyQ) and a Description of the bot's purpose.

Trigger

  1. Set Trigger Type to Event.

  2. Set Sub Type to Queue.

Event

  1. In the Queues field, select the queues you want this bot to apply to.

  2. In the Events field, select Enter Q.

Data Source

The Sharpen Queue Call Manager Activity data source is preselected by default for queue event triggers.

  1. Click Add to add a field to the data source.

  1. In the Field dropdown, select Queue Call Manager ID. No function selection is needed.

Filters

  1. Set the Filter Field to Queue Call Manager ID.

  2. Set the Operator to is not null.

  1. Set Order By to Queue Call Manager ID, with Sort set to Descending.

  2. Set Limit Results to 1.

Action

  1. In the Actions section, click Add Action and select Update Queue Member.

  1. The Queue Call Manager ID field should auto-populate.

  2. Enter the number of Q Points you want to assign to interactions in the selected queues.

Do not add the Queue Name to the Actions section. Doing so will create an unintended transfer count on the interaction, which will skew reporting data.

Save and Activate

  1. Click Save at the bottom of the page.

  2. Reopen the Action Bot from the Logic & Actions main page.

  3. Click Activate in the upper-right corner.

  4. Scroll to the bottom and click Save.

Action Bot Caveats

  • The Action Bot method does not assign points at the exact moment of queue entry. Due to the nature of event-based processing, point assignment typically takes 1–2 seconds.

  • Because of this delay, the Q Points value may not appear in the queue display until the page is refreshed or the agent logs out and back in.

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