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Sharpen Q (Customer Information)

Sharpen Q (Customer Information)

Overview

Quick access to customer information and interaction history helps agents deliver a faster, more personalized experience. Sharpen provides customer context in three places depending on where you are in the platform: the Sharpen Q dashboard, the Interaction Window during an active interaction, and Insights for historical and real-time reporting.

Sharpen Q Dashboard

Customer and interaction information is accessible from the Activity Side Panel on the Sharpen Q dashboard.

  • All tabs – Clicking on any interaction in the Mine or All tabs reveals additional details about that interaction, including where the call originated and how many queue points are assigned. To expand the details for all interactions at once, click the diagonal double-arrow icon in the upper-right corner of the Activity Side Panel.

  • You can use Quick Search to find specific customers or interactions and use the filter to narrow results by interaction type.

  • My History tab – The My History tab shows your past interactions, including how long ago each occurred, which queue handled it, the interaction type, the inbound name, and the caller ID or phone number. Like the other tabs, My History supports Quick Search and filtering. Clicking on an individual interaction opens its full interaction record.

Interaction Window

When you are on an active interaction, the Customer Information section of the Interaction Window displays the current customer's history across your entire organization.

Basic Customer Details

The top of this section shows the customer's name and photo (if available in the system), phone number, DID, Quick Name, and Callback Number. The Callback Number field is editable — for example, if a customer calls in from their work number but asks for follow-up on their mobile phone, you can enter that number here.

Tip: Entering a mobile number in the Callback Number field also enables you to send an SMS or MMS to that customer, even if the original inbound interaction came from a landline.

Customer Interaction History

Below the basic details is a searchable, filterable list of the customer's past interactions. Each entry includes how long ago the interaction occurred, the interaction type, the queue that handled it, and any skills that influenced how it was routed.

Clicking on any past interaction from this list opens its full interaction record, which includes:

  1. The queue and interaction type, how the interaction was dispositioned (call type and end type), and the Queue Call Manager ID

  2. The agent's name and photo, the inbound name and number, and the Caller ID name and number

  3. The date and time the interaction ended and the total talk time

  4. The relevant message history or, for voice interactions, the playable audio waveform and transcription details

The details available in an interaction record vary by interaction type. Voice interactions include the audio waveform and transcription, while message-based interactions show the message thread.

Insights

For deeper historical analysis or broader reporting, Insights provides access to interaction data across your entire contact center. You can search for specific interaction details, build custom reports using multiple data sources, apply derived fields, and use summary functions to analyze trends over time.

For more information on building reports and working with customer data in Insights, see the Insights Overview.

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