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<translate>= Keyboard Shortcuts=
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= Keyboard Shortcuts=  
  
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A number of keyboard shortcuts 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''.
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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''.
  
  
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== List of Keyboard Shortcuts ==
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== List of Keyboard Shortcuts ==  
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The table shown gives the key stroke and description for each keyboard shortcut.
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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.
  
  
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{|border="1" style="border-collapse:collapse" cellpadding="5"
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{| class="wikitable" donttranslatecols="1,2" hasheader
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|'''Key Strokes'''
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|- style="font-weight:bold;"
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|'''Description'''
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! PC Keystrokes
 +
! Mac Keystrokes
 +
! Description
 +
! When/Where to Use
 
|-
 
|-
−
|| Ctrl + F4
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| F2
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|| Logout from AgentDesktop
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| F2
 +
| Open service selector menu
 +
| For voice and chat interactions: Accessible in the [[Agent-guide/UserInterface#Conversations|conversations panel]] and [[Agent-guide/Tutorials/Calls/ConsultationsandTransfers|''Consult, Conference, and Blind Transfer'']] window while in the ''Ready'' and ''Not Ready'' states. <br><br>For email interactions: Accessible when a case is opened or in a draft state.
 
|-
 
|-
−
|| F6
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| F6
−
|| Set focus on disposition selector
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| F6
 +
| Set focus on disposition selector
 +
| During or after completing an interaction; located in the conversations panel
 
|-
 
|-
−
|| F8
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| F8
−
|| Open state selector menu
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| F8
 +
| Open state selector menu
 +
| Accessible at any time; however, states cannot be changed while in the ''Ringing'' or ''Busy'' states.
 
|-
 
|-
−
|| F9
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| F9
−
|| Set agent state to "Ready"
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| F9
 +
| Set agent state to "Ready"
 +
| Accessible at any time; however, states cannot be changed while in the ''Ringing'' or ''Busy'' states.
 
|-
 
|-
−
|| F10
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| F10
−
|| Open Settings menu
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| F10
 +
| Open Settings menu
 +
| Accessible at any time.
 
|-
 
|-
−
|| Alt + 0
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| Alt + S
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|| Select "Non-call cases" item in AIL
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| Option + S
 +
| Open directory tab, set focus on search input box
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| Accessible in the conversations panel while not in an active interaction; accessible in the [[Agent-guide/Tutorials/Calls/ConsultationsandTransfers|''Consult, Conference, and Blind Transfer'']] window while in an active interaction.
 
|-
 
|-
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|| Alt + 1...9
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| Alt + C
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|| Select interaction in Active Interaction List (AIL)
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| Option + C
 +
| Set focus on chat input text field
 +
| Accessible in the conversations panel during an active voice or chat interaction.
 
|-
 
|-
−
|| Alt + Shift + 1...9
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| Alt + K
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|| Insert a number from Favorites into the number input field
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| Option + K
 +
| Set focus on chat messages
 +
| Before or during a voice or chat interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + A
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| Alt + N
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|| Answer alerting interaction
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| Option + N
 +
| Set focus on number input field
 +
| Before or during a voice interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + F
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| Alt + A
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|| Add to Favorites
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| Option + A
 +
| Answer alerting interaction
 +
| Accessible during incoming action
 
|-
 
|-
−
|| Alt + Shift + F
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| Alt + X
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|| Remove from Favorites
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| Option + X
 +
| Mute the microphone
 +
| During an active voice/video interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + Shift + B
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| Alt + Shift + X
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|| Blind transfer
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| Option + Shift + X
 +
| Unmute the microphone
 +
| During an active voice/video interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + C
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| Alt + Shift + B
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|| Set focus on chat input text field
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| Option + Shift + B
 +
| Blind transfer
 +
| During an active voice or chat interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + K
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| Alt + Shift + C
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|| Set focus on chat messages
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| Option + Shift + C
 +
| Dial conference
 +
| During an active voice interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + M
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| Alt + Shift + D
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|| Flag the interaction
+
| Option + Shift + D
 +
| Dial consult
 +
| During an active voice interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + Shift + M
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| Alt + Shift + S
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|| Unflag the interaction
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| Option + Shift + S
 +
| Initiate SMS conversation
 +
| During an active interaction; in the conversations panel
 
|-
 
|-
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|| Alt + N
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| Alt + Shift + T
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|| Set focus on number input field
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| rowspan="2" | Option + Shift + T or Option + Shift + I
 +
| rowspan="2" | Initiate transfer or conference
 +
| rowspan="2" | 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.
 
|-
 
|-
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|| Alt + P
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| Alt + Shift + I
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|| Open pre-recorded messages menu
 
 
|-
 
|-
−
|| Alt + Q
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| Alt + Shift + L
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|| Terminate the current interaction
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| Option + Shift + L
 +
| Leave conference
 +
| During an active voice or chat interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + S
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| Ctrl + Shift + C
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|| Open directory tab, set focus on search input box
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|  
 +
| Merge conference
 +
| During an active voice interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + Shift + S
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| Ctrl + Shift + F
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|| Initiate SMS conversation
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|
 +
| Complete transfer
 +
| During an active voice interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + X
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| Alt + M
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|| Mute the microphone
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| Option + M
 +
| Flag the interaction
 +
| During an active interaction; in the conversations panel
 
|-
 
|-
−
|| Alt + Shift + X
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| Alt + Shift + M
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|| Unmute the microphone
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| Option + Shift + M
 +
| Unflag the interaction
 +
| During an active interaction; in the conversations panel
 
|-
 
|-
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|| Alt + Z
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| Alt + Z
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|| Hold/retrieve the current interaction
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| Option + Z
 +
| Hold/retrieve the current interaction
 +
| During an active voice interaction; in the conversations panel
 
|-
 
|-
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|| Alt + Arrow right / Arrow left
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| Alt + Q
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|| Select next and previous interaction in AIL
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| 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 [[Agent-guide/UserInterface#Settings|''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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</translate>
 

Latest revision as of 06:55, 30 May 2024

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• 5.19 • 5.3 • 5.8

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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