Sharpen Q Vue

Overview

Sharpen Q Vue is a real-time dashboard designed for contact center supervisors and managers. It provides a live, comprehensive view of agent activity, customer queues, and key performance metrics, allowing supervisors to monitor operations and intervene when needed without leaving a single screen.

Q Vue is organized into three primary tabs: Agents, People in Queue, and Stats.

Agents Tab

The Agents tab is the default view in Q Vue. It displays a live overview of every agent's current status and activity.

Each agent is represented by a card showing their name, profile picture, and current number of active interactions. Cards update in real time to reflect what an agent is doing, including the queue they are serving and their current status (for example, "Receiving Call") along with a live duration timer.

Supervisors can take direct action from this view, including placing an agent into a paused status or using the Listen, Whisper, and Join features to monitor or coach an active call in real time.

Agent card color coding:

Grey
- Agent is logged in and available to receive calls (default state).
Green
- Agent is currently handling an interaction; the communication type and queue name are shown beneath their name.
Red outline
- Agent is in a paused status; the pause reason is displayed on the card.
Purple
- Agent is logged into the queue but disconnected from their phone (incorrect device selected or physically disconnected).

People in Queue Tab

The People in Queue tab displays a table of every customer currently waiting to be connected to an agent. For each person in the queue, the table shows their name, contact number, the queue they are waiting in, and their current wait time.

Supervisors can use the Select Queues dropdown to filter the list by one or more specific queues or view all queues simultaneously. The table updates instantly when a selection is made.

Stats Tab

The Stats tab provides a high-level performance dashboard broken down by queue. It is designed to give supervisors an immediate read on queue health and agent performance across the contact center.

Key metrics tracked include:

Agent Status
- The number of agents currently logged in, actively handling an interaction, or available (unpaused).
Interaction Volume
- The number of interactions answered and missed.
Performance Timers
- Average Talk Time, Average Handle Time, and Average Hold Time, displayed against your configured targets.

Color-coding and clear labels allow supervisors to quickly identify which queues are meeting performance targets and which may need attention.

Enabling Stats for a Queue

Stats must be enabled on a per-queue basis before they will appear in the Stats tab. To enable Stats for a queue:

Navigate to Admin > Configuration > Sharpen Q and select the queue you want to enable Stats for.
Locate the Queue Stats section and toggle it on.
Set the Queue Stats Refresh In Minutes — this controls how frequently the Stats tab refreshes data for this queue.
Set the Queue Stats Reset Time (UTC) — this is the time (in UTC) at which the queue's daily stats will reset.
Set the Queue Stats Target Hold Time In Minutes — this is the hold time target used for color-coding in the Stats tab.
Scroll to the bottom of the page and click Save.

Once saved, the queue will begin displaying stats data in the Stats tab going forward.