Sign In
|
Scroll through the saved email address from the drop-down list.
|
Up and Down arrows
|
Select an email address.
|
Enter
|
Change the selected email address.
|
Mac keyboard: Command + Left arrow
Windows keyboard: Alt + Left arrow
|
Sign in to Agent Desktop.
|
Enter
|
Station Login
|
Select either Dial Number or Extension.
|
Right arrow and Enter
|
To focus on the option within the Dial Number or Extension dialog box.
|
Tab
|
Select a Dial Number format (radio button options).
|
Right and Left arrows
|
Navigate through elements within the Dial Number or Extension dialog box.
|
Tab
|
Select a team name from the Team drop-down list.
|
Up and Down arrows
|
Select an option.
|
Enter
|
Close the Station Login dialog box.
|
Esc
|
Notification Center
|
Access Notification Center.
|
Tab and Enter
|
Scroll through the notifications.
|
Up and Down arrows
|
Mark all notifications as read, reopen a screen pop, close a notification, and ignore notifications.
|
Tab and Enter or Space Bar
|
Close the Notification Center dialog box.
|
Esc or Enter or Space Bar
|
Agent State
|
Scroll through the agent state from the drop-down list.
|
Up and Down arrows
|
Select an agent state.
|
Enter
|
Close the agent state dialog box.
|
Esc or Enter or Space Bar
|
User Profile
|
Access the user profile dialog box.
|
Enter or Space Bar
|
Navigate through options in the user profile dialog box.
|
Tab and Enter
|
Close the user profile dialog box.
|
Esc
|
Notification Settings |
Access Notification Settings.
|
Tab and Enter
|
Enable or disable options (toggle buttons) in the Notification Settings.
|
Tab and Space Bar
|
Increase or decrease the sound volume.
|
Arrow keys
|
Mute, unmute, or play sound.
|
Tab and Enter or Space Bar
|
Dark Mode |
Switch to dark mode (toggle button).
|
Tab and Space Bar
|
Keyboard Shortcuts |
Access the Keyboard Shortcuts dialog box.
|
Tab and Enter
|
Navigate through elements in the Keyboard Shortcuts List dialog box.
|
Tab and Enter
|
Clear the search criterion in the search field.
|
Tab and Enter or Space Bar
|
Sort columns in the Keyboard Shortcuts List dialog box.
|
Tab and Enter
|
Scroll through the keyboard shortcuts list.
|
Tab and Up or Down arrows
|
Maximize, restore, and close the Keyboard Shortcuts List dialog box.
|
Tab and Enter or Space Bar
|
Error Report |
Download error report.
|
Tab and Enter
|
Agent Performance Statistics Reports
|
Navigate through the reports.
|
Left or Right arrows
|
Select a report.
|
Enter
|
Task List
|
Toggle between tasks.
|
Arrow keys
|
Select a task.
|
Enter or Space Bar
|
Agent Interaction History
|
Navigate across all the channels within the Agent Interaction History.
|
Right and Left arrows
|
Select a channel.
|
Enter
|
Toggle between the contact history in a specific channel.
|
Tab
|
Popover
|
Accept a popover request.
|
Enter
|
Toggle between popover requests.
|
Tab
|
Interaction Control
|
Navigate through elements in the Interaction Control.
|
Tab
|
Select an option.
|
Enter
|
CAD Variables
|
Toggle between CAD variable values.
|
Tab
|
Select a CAD variable value.
|
Enter or Space Bar
|
Transfer, Consult, or Conference
|
Select a radio button option.
|
Right and Left arrows
|
Select from the drop-down list.
|
Up and Down arrows
|
Select an option.
|
Enter
|
Close the dialog box.
|
Esc
|
Chat and Social Messaging Conversation
|
Navigate through options.
|
Tab and Enter or Space Bar
|
Expand or collapse contact information.
|
Tab and Enter or Space Bar
|
Email
|
Navigate through options.
|
Tab and Enter or Space Bar
|
Expand or collapse contact information.
|
Tab and Enter or Space Bar
|
Select the rich text formatting style.
|
Tab and Enter or Space Bar
|
Outdial Call
|
Select either Address Book or Dialpad.
|
Right and Left arrows
|
Scroll through the Address Book entries or dialed number in Dialpad.
|
Up and Down arrows
|
Clear the search criterion in the search field.
|
Tab and Enter or Space Bar
|
Select a contact from the Address Book to make a call.
|
Tab and Enter
|
Navigate through the keypad number buttons on the Dialpad to make a call.
|
Tab and Enter or Space Bar
|
Close the Outdial Call dialog box.
|
Esc
|
Auxiliary Information
|
Maximize and restore widgets.
|
Tab and Enter or Space Bar
|
Navigate across tabs in the Auxiliary Information pane.
|
Right and Left arrows
|
Select a tab.
|
Enter or Space Bar
|
Navigate through elements within the tab.
|
Tab or Up and Down arrows
|
Access the View email message link in the Contact History tab.
|
Tab and Enter
|
Navigate through the Edit Layout options.
|
Tab and Enter or Space Bar
|
Rest Desktop Layout
|
Reset the entire desktop layout.
|
Tab and Enter
|
Navigate through and select elements in the Reset Layout Confirmation dialog box.
|
Tab and Enter or Space Bar
|
Wrap Up
|
Expand and collapse the Wrap Up Reasons dialog box.
|
Tab and Enter or Space Bar
|
Navigate through elements in the Wrap Up Reasons dialog box.
|
Tab
|
Cancel auto wrap up.
|
Tab and Enter or Space Bar
|
Select a radio button option.
|
Up and Down arrows
|
Submit Wrap Up.
|
Tab and Enter or Space Bar
|
Help
|
Navigate through elements in the Help Center dialog box.
|
Tab
|
Select an option.
|
Enter
|
Access a specific help topic in a new tab.
|
Shift + Tab and Enter
|
Close the Help Center dialog box.
|
Esc
|
Sign Out |
Sign out from the Agent Desktop.
|
Tab and Enter or Space Bar
|