Sharpen Q: 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,

make an outbound dial,

enter interaction notes, or

hang up the interaction

Putting an Interaction on Hold

Pressing this button puts the customer on hold and plays the hold music associated with your Q. 

When the customer is on hold, you should see a spinning yellow hand icon, indicating that the customer is waiting.

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While in a Hold status, you can transfer the interaction, if needed.

You can also:

start (or continue) entering Interaction Notes

disposition the interaction, 
make an outbound dial, 
send SMS/MMS messages, and 
browse customer history and details. 


Finally, you could also hang up the interaction from a Hold status—but that’s not likely to be a positive customer experience.

When you are ready to resume the interaction, click the Unhold button.

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Transferring an Interaction

For interactions like calls and chats, Sharpen accommodates a few different transfer types. Depending on the interaction type, you can transfer an interaction...

to a specific Sharpen Agent,
to another Q, or
to a specific Contact (via external number). 

Agent and Q transfers are applicable to multiple interaction types, not just calls; contact transfers only apply to phone calls, however. 

Interactions can be transferred while the customer is on the line (or messaging, etc.), as well as when the interaction is on hold.

Regardless of transfer type, the basic process of initiating a transfer is fairly straightforward—start by clicking the Transfer button (located in the top left corner of the interaction page). 

After clicking the Transfer button, a pop-out window appears. It contains three tabs—Agents, Queues, and Contacts. From there, you can select where you want the interaction transferred to, and then complete the transfer.

Using the Dialpad

Toward the upper-left corner of the interaction window—next to the Hold and Transfer buttons—is a dial pad icon. The dialer enables you to enter DTMF tones (e.g., press 1 for Sales, 2 for Service).

Entering Interaction Notes

When utilizing Sharpen's API's, the Interaction Notes field syncs back to your CRM/ticketing system, eliminating the need to take notes in multiple places.

You can type notes here during the interaction—as well as during the wrap-up period after the interaction is closed.

The Interaction Type and End Result fields are for dispositioning the interaction, and, like with Interaction Notes, selections can be made either during the interaction, or after it has concluded (Wrap Up).

Hanging Up an Interaction

Once the interaction has concluded, click the Hangup button.

This transitions you to the Wrap Up screen. If the customer ends the interaction, this transition will happen automatically. By default, Wrap Up time is 60 seconds.

You can always click the Extend Wrap Up button if you need more time. It is recommended to not click this button until you need extra time, though, as "extending wrap up" actually resets the Wrap Up timer to 30 seconds—it doesn't add 30 seconds to whatever time is left.

You can extend wrap up (reset the timer) several times, if needed.

Once you've wrapped up the post-call work, click Save to exit the interaction and return to the Sharpen Q Dashboard.