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Adam Settle

Adam Settle

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Sharpen has implemented additional Aria tagging and hotkeys for agents using SharpenQ with a Screen Reader.

Please refer to the following chart for specific hotkeys. Note that hotkeys must be toggled Agents must toggle hotkeys on before they the rest can be utilized (see first row in red). Once toggled by the agent, hotkeys are stored within the browser and will remain on for the agent.

Hot Key

Resulting Command

CTRL + ALT + .

Toggle Keyboard Shortcuts hotkeys on/off

CTRL + ALT + p

Toggle Agent Pause Status

  • Agent hears prompt for pause/unpause

CTRL + ALT + a

Answer Interaction (if alerting agent)

  • Agent hears “Answer Interaction” after entering hotkey

CTRL + ALT + r

Reject Interaction (if alerting agent)

  • Agent hears “Reject Interaction” after entering hotkey

CTRL + ALT + h

Toggle Interaction Hold/Unhold

  • Agent hears “Interaction placed on Hold” “Interaction removed from hold” respectfully

CTRL + ALT + t

Open Transfer Modal

  • Agent hears “Transfer Modal”

CTRL + ALT + e

End Active Interaction (Hangup)

  • Agent hears “Hangup Interaction”

CTRL + ALT + m

Set focus to chat/SMS message edit field

  • When focusing in the chat/SMS message window, agent hears prompt:

    • “Send message to [Firstname Lastname] edit text”

CTRL + ALT + x

Extend Wrapup (if on interaction)

  • Agent hears “Extend Wrapup” prompt after entering hotkey.

CTRL + ALT + s

Save Notes (if on interaction)

  • Agent hears “Save Interaction” after entering hotkey.

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