Sharpen Q: Customer Information

This article covers the various types of customer information available throughout the Sharpen platform. Easy access to customer information—including their interaction history—empowers agents to be able to provide a more efficient and effective customer experience.

There are a few areas within Sharpen where you can access different types of customer information: the Sharpen Q Dashboard (when you're logged in), the Interaction Window (when you are on an active interaction), and Insights (where you can find both historical and real-time type data.

Customer information—Sharpen Q Dashboard

From the Sharpen Q Dashboard, you can access some customer information via the Activity Side Panel.

For interactions listed in the Mine or All tabs, you can click on an interaction to see a little more information about the interaction (where the call originated, how many points are assigned to the interaction). You can click the diagonal double-arrow in the upper-right corner of the Acitivity Side Panel to expand all interactions' details.

Note, too, that you can use Quick Search to look for specific customers/interactions, and you can also filter the contents by one or more interaction types.

For interactions in the My History tab, you can see how long ago the interaction occurred, which Q it went through, the interaction type (icon), inbound name, and the Caller ID number or phone number.

Like the other two tabs, the My History tab can be quick-searched and filtered. Clicking on an individual interaction opens its interaction record.

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Customer information—Interaction Window

The Customer Information section of the Interaction Window displays the current customer's interaction history with anyone at your organization.

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In the screenshot above, you can see two types of customer information:

• Basic customer information / details, and 

• Interaction-specific history and details.

The basic customer information includes the customer’s name and picture (if they have one in the system), phone number, DID, Quick Name, and Callback #. Here, you can input a custom Callback # for the customer. For example, an inbound call might originate from a work number, but the customer might request follow-up on their personal/mobile phone.

Additionally, manually entering a mobile number in the Callback # field also allows you to send an SMS/MMS message—even if the inbound call originated from a landline.

Below that is a searchable, filterable customer history, which collects a few specific details of the customer's past interactions, including:

• How long ago the interaction occurred,

• The interaction type (via icons),

• What queue handled the interaction, and

• Any personal skills that impacted how the interaction was routed

Additionally, clicking on an individual interaction from the Customer Information area opens up the interaction record. In the screenshot below, you can see that the interaction details include:

(1) the queue that handled the interaction, the interaction type, how the interaction was dispositioned (call type, end type), and the Queue Call Manager ID;
(2) the agent’s name and picture, inbound name and number, Caller ID Name and Number;
(3) the date and time the interaction ended, the talk time, and
(4) the relevant messages history.

Note that different interaction types will have different types of information available. What is shown above, for example, are the details of a Messages-based interaction. If it were a phone call instead, you'd see the playable waveform and transcription details.

Customer Information in Insights

You can search Insights for specific interaction details, or to view more holistic/historical data. Insights offers several data sources and countless individual fields, as well as the ability to build custom derived fields and/or apply summary functions to specific fields.