Sharpen Q (Admin)

Creating and Editing Queues

The Sharpen Q Page gives you the ability to edit or create a new queue. Both choices take you to the Edit Queue form with the same editing options.

Open

Name & Extension

• Name your queue and provide a NEW extension. (Note that these are internal settings, and are not visible to the customer.)

CallerID Settings

• Provide an external-facing name and outbound phone number (drop down menu of existing Inbound Routes).

Music On Hold Options

• Initial Music plays to the customer prior to the agent answering the call.

• Music On Hold  plays to the customer if they are placed on hold after the interaction has started.

Q Strategy Options

Open

Strategy

• This is basic strategy for distributing incoming interactions.

  • Least Recent  - An interaction will go to the agent who has gone the longest without receiving an interaction in that particular queue.

  • Random  - The system will randomly select the next available agent to take the next interaction.

Alert Agent Hold Time

• Toggle this switch to play an audio prompt of the customer hold time to the agent before the customer is connected with the agent.

Skills Routing & Required Skills

• Determine whether a particular queue will consider Q Skills when routing incoming interactions. Required Skill Routing ensures that interactions with required skills attached are only routed to agents with the corresponding skill.

Required skills must be named properly in order to function in this way. In both cases, you'll still need to create and assign skills to your Inbound Route or IVR.

Messages

• Determine whether a particular queue can receive SMS/MMS interactions. Note that toll-free numbers support SMS but do not support MMS.

Ring Agent Time in Seconds

• This is the duration of time the system will ring an agent before moving on to the next agent.

Queue Weight

• In instances where agents are logged into multiple Queues, setting the Queue Weight allows you to prioritize interactions from specific Queues. The higher the weight, the more prioritization from one queue to the next (e.g., always prioritizing Tier 2 interactions over Tier 1 interactions).

Pickup Timeout in Minutes

• This outbound setting is the amount of time an agent can view the outbound interaction before the system sends it back to the queue.

Call Recording

• Select how call recording works within a particular queue.

  • Always  - Each call is recorded and available via Insights.

  • On Demand  - An agent has the ability to begin recording the call through the interface.

Continuing down the Edit Queue page, you'll find the email settings.

Inbound Queue Email Address

• This is an AlphaNumeric email address assigned to the queue. If you have an email address created for this queue (e.g., support@ABC.com), ensure it is forwarding to this inbound email address in order to receive email interactions in the queue.

Outbound Queue Email Address

• Instead of using individual agent email addresses, this lets your agents email from the same Outbound Queue Email address when emailing a customer.

Outbound External Transfer CID Override

• This allows you to customize the information that will display for the external party. This can be helpful if you know that specific information is needed for them to pull customer information. Adjusting the CID can help ensure a seamless transfer and customer experience.

Scorecards are internal forms focused on improving feedback and coaching on specific interactions. Score Cards can be developed for individual queues and assigned here.

Q Strategy Options—Toggle Switches

Generally, each of these switches contain sub-options that will not display until the main switch is turned on. With this in mind, we'll cover one switch at a time.

Chat

• Allows web chat interactions and logs on a particular queue. Additional theme configuration options for web chat can be found in Admin > Configuration > Sharpen Chat.

Chat Case and Ticket Settings

• Toggling this switch enables you to pull Case and Ticket information from within your database to associate with chat interactions.

Email Chat Log

• Email a chat transcription to a specified email address.

• Enter multiple email addresses with the "Add Another Email" button.

Custom IVR

• This allows you to use a unique Auto Attendant for a specified queue. This is beneficial in instances where you are creating a processing queue, and this gives you to the ability to set announcements and options—without leaving the Q page. These options are the same as configuring a standard Auto Attendant.

The options on this page all contain the same sub-option—the frequency with which you want the system to prompt the customer.

Queue Callback

• Give customers the option to hold their spot in the queue and receive a callback rather than waiting on the line. This is a great tool to minimize customer frustration while efficiently working through the queue.

Caller Position

• Automatically notify the caller of his/her position within the queue. Use this option if you want to implement a visible queue instead of an invisible queue.

Average Wait Time

• Automatically notify the caller of the average wait time before the call is answered. This is an additional option if you are building a visible queue.

Max Wait Time

• Assign a maximum wait time for your caller, and determine the next step if/when the timeframe is reached.

If Max Wait Time is Reached     

• Select a specific next step to occur if/when the Max Wait Time is reached.

  • External Number

  • Auto Attendant

  • Ring Group

  • Extension

  • Voicemail

  • Time Control

  • Voicemail Broadcasting

  • Sharpen Q

  • Sharpen Q Voicemail

  • Sharpen Q Force Callback

Exit No Agents

• Determine whether you want to route the call to a new location when no agents are logged into a particular queue. The system continually checks for this condition/setting. This means that if there are 50 customers waiting in the queue, and all agents sign out of the queue, then the "If No Agents" routing would be used.

Include All Paused Agents

• Determine how paused agents logged into the queue factor into the Exit No Agents setting.

  • Enabled - Agents logged in and paused are treated as though they are not logged in (e.g., If 5 agents are logged in and on pause, the customer would still transition to the “Exit No Agents” outcome).

  • Disabled - Agents logged in and paused will override the Exit No Agents setting (e.g., If 5 agents are logged in and on pause, the customer will remain in the queue as though the agents weren't paused).

If No Agents

• Select the specific next step if no agents are available.

  • External Number

  • Auto Attendant

  • Ring Group

  • Extension

  • Voicemail

  • Time Control

  • Voicemail Broadcasting

  • Sharpen Q

  • Sharpen Q Voicemail

  • Sharpen Q Force Callback

Exit no Agents Chat Message

• If chat is enabled, determine the message to display if/when a customer starts a web chat and no agents are available.

Alert via Email

• If chat is enabled, determine whether you'd like to send email notifications when the Exit No Agents message is sent to a customer via chat.

Queue Stats

• Enables the ability to track Queue Stats and to specify the frequency with which to send email notifications when the Exit No Agents message is sent to a customer via chat.

Queue Stats Refresh in Minutes

• How often you want your stats to update for QVue

Queue Stats Reset Time (UTC)

• The time, in Coordinated Universal Time (UTC) each day for daily tracking to reset.

Queue Stats Target Hold Time in Minutes

• Intended for conditional formatting within the QVue Stats, this allows you to set your SLA for Hold Time in minutes. If the average hold time exceeds this number, the stat will turn red on the QVue Stats page/Big Board.

Payment Info

• Enable agents to anonymously take payments while staying within the platform. With Sharpen Payments, the customer enters their card information within a PCI Compliant interface and is automatically transferred back to the agent when they are finished. You’ll first need to install the Payment App from the Sharpen Store, then enter the appropriate information within Sharpen Tables (Admin > Configuration.> Sharpen Tables > fvPayment Settings).

• The final step is setting up Sharpen Payments within your specific Q.

Account

• Select the account you are adding in the fvPaymentSettings table.

Webhook URL

• This is an optional field; use this if you want non-credit card information sent to your own specific API.

Hide Call Notes

• Toggle this on/off to hide the call notes field within the Interaction Window. This can be beneficial if your records are within a separate system and you want to minimize confusion. There are no sub-options within this setting.

Transcribe

• Toggling this switch enables or disables the ability for Sharpen to transcribe your call interactions at the queue-level (a global setting is also available). If enabled, the transcription is available within the Contact Card Record and also searchable within Insights.

• This setting will also enable a “Create Transcription” button on the Contact Card to manually generate a Transcript if it had not been enabled at the time of the call. Note: The call must have an existing recording to transcribe.

Multiple Interactions

• Toggles the ability of agents to switch between multiple interactions within a particular queue. 

Desktop Recording

• Desktop Recording is a feature available to all Sharpen customers. It records all connected agent screens from the time the inbound call is answered answer until the agent clicks “save” (end of wrap up) in Sharpen Q (on Windows and Mac).
  
  

• Use the sliders in the Queue Settings to adjust the Targeted % of calls you want to record in the queue and how long you'd like to save the recordings using the Retention slider.

• For more info on Desktop Recording, check out the article here.