Keyboard shortcuts for the Agent
The Agent’s keyboard shortcuts work system-wide: they also work when another program is in the foreground. Each shortcut consists of Alt or Ctrl and a letter. Initially, no letter is assigned to any command.
Setting up
- Open Settings › Hotkeys.
- Turn on Hotkeys active.
- Choose whether the shortcuts start with Alt or Ctrl.
- Assign a letter from A to Z to each command you want to trigger from the keyboard. Each letter can only be assigned once.
The shortcuts apply immediately. The Hotkeys button only appears if your profile allows Hotkey changes; otherwise the administrator sets the shortcuts in your profile.
The commands
| Command | Effect |
|---|---|
| Accept Conversation | Accepts the ringing call, email, fax or chat. |
| Toggle Wrap-up | Turns wrap-up on or off, like a click on Wrap-up. It has no effect during dynamic wrap-up. |
| Terminate dynamic Wrap-up | Ends dynamic wrap-up immediately. |
| Toggle Activity | Like a click on Activity. |
| Invoke Softphone | Opens the dial pad. |
| Highlight and dial | Copies a phone number that you have highlighted in any program into the dial pad. With Highlight and dial immediately, the Agent dials it straight away. |
| Make qualified call | Copies the highlighted phone number into the dial pad for a call for a skill. |
| Make private call | Copies the highlighted phone number into the dial pad for a private call. |
| Record | Starts or stops recording the connected incoming call, like the button in the ribbon, if recording is allowed. |
| Search | Starts the search in the Tickets module. |
| Exit Application | Exits the Agent and logs you off. |
Invoke Softphone and the three dialing commands only work if your profile allows the integrated softphone and calls of your own.
Fixed keys
| Key | Where | Effect |
|---|---|---|
| F1 | Main window | Opens this manual. |
| Enter | Login dialog | Logs you in. |
| Esc | Login dialog | Cancels and exits the Agent. |
| Esc | Notification window | Rejects the conversation. |
| Shift+Enter or Ctrl+Enter | Dial pad | Immediately dials the number entered or the selected suggestion. |
| Double-click | Status bar | Docks the Agent as a bar at the edge of the screen and back. |
| Double-click | Title of a module | Detaches the module as a separate window or docks it again, if your profile allows this. |