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Keyboard Shortcuts

A number of keyboard shortcuts, also known as hot keys or hotkeys, for Windows operating systems are available to help streamline your workflow within the Agent Desktop application. A list of these keyboard shortcuts is available in Agent Desktop in Settings > Keyboard Shortcuts.

Keyboard Shortcuts are found in Agent Desktop Settings

List of Keyboard Shortcuts

The table shown gives the key stroke and description for each keyboard shortcut. Note that some of the shortcuts may not work correctly in the Internet Explorer and Safari browsers.

PC Keystrokes	Mac Keystrokes	Description	When/Where to Use
F2	F2	Open service selector menu	For voice and chat interactions: Accessible in the conversations panel and Consult, Conference, and Blind Transfer window while in the Ready and Not Ready states. For email interactions: Accessible when a case is opened or in a draft state.
F6	F6	Set focus on disposition selector	During or after completing an interaction; located in the conversations panel
F8	F8	Open state selector menu	Accessible at any time; however, states cannot be changed while in the Ringing or Busy states.
F9	F9	Set agent state to "Ready"	Accessible at any time; however, states cannot be changed while in the Ringing or Busy states.
F10	F10	Open Settings menu	Accessible at any time.
Alt + S	Option + S	Open directory tab, set focus on search input box	Accessible in the conversations panel while not in an active interaction; accessible in the Consult, Conference, and Blind Transfer window while in an active interaction.
Alt + C	Option + C	Set focus on chat input text field	Accessible in the conversations panel during an active voice or chat interaction.
Alt + K	Option + K	Set focus on chat messages	Before or during a voice or chat interaction; in the conversations panel
Alt + N	Option + N	Set focus on number input field	Before or during a voice interaction; in the conversations panel
Alt + A	Option + A	Answer alerting interaction	Accessible during incoming action
Alt + X	Option + X	Mute the microphone	During an active voice/video interaction; in the conversations panel
Alt + Shift + X	Option + Shift + X	Unmute the microphone	During an active voice/video interaction; in the conversations panel
Alt + Shift + B	Option + Shift + B	Blind transfer	During an active voice or chat interaction; in the conversations panel
Alt + Shift + C	Option + Shift + C	Dial conference	During an active voice interaction; in the conversations panel
Alt + Shift + D	Option + Shift + D	Dial consult	During an active voice interaction; in the conversations panel
Alt + Shift + S	Option + Shift + S	Initiate SMS conversation	During an active interaction; in the conversations panel
Alt + Shift + T	Option + Shift + T or Option + Shift + I	Initiate transfer or conference	During an active voice interaction; in the conversations panel. Note that both shortcuts are interchangeable: Alt-Shift-I was added because Alt-Shift-T started to be used by Windows 10 to invoke a screen capture tool.
Alt + Shift + I
Alt + Shift + L	Option + Shift + L	Leave conference	During an active voice or chat interaction; in the conversations panel
Ctrl + Shift + C		Merge conference	During an active voice interaction; in the conversations panel
Ctrl + Shift + F		Complete transfer	During an active voice interaction; in the conversations panel
Alt + M	Option + M	Flag the interaction	During an active interaction; in the conversations panel
Alt + Shift + M	Option + Shift + M	Unflag the interaction	During an active interaction; in the conversations panel
Alt + Z	Option + Z	Hold/retrieve the current interaction	During an active voice interaction; in the conversations panel
Alt + Q	Option + Q	Terminate the current interaction	During an active interaction; in the conversations panel
Alt + P	Option + P	Open pre-recorded messages menu	Accessible after opening the Settings menu.
Alt + F	Option + F	Add to Favorites	Accessible in the conversations panel except during an active interaction.
Alt + Shift + F	Option + Shift + F	Remove from Favorites	Accessible in the conversations panel except during an active interaction.
Alt + 1...9	Option + 1...9	Select interaction in Active Interaction List (AIL)	Accessible in the conversations panel during an active chat or voice interaction.
Alt + Shift + 1...9	Option + Shift + 1...9	Insert a number from Favorites into the number input field	Accessible in the conversations panel except during an active interaction.
Alt + Arrow right / Arrow left	Option + Arrow right / Arrow left	Select next and previous interaction in AIL	Accessible in the conversations panel during an active chat or voice interaction.

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