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Noah Coffey

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

There is no admin configuration needed in order to enable hotkeys. Rather, the agent themselves must toggle hotkeys on before 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.

💡 These hot keys will work with or without use of a screen reader.

Hot Key

Resulting Command

PC: CTRL + ALT + .
Mac: CTRL + CMD + .

Toggle Keyboard hotkeys on/off

PC: CTRL + ALT + p

(Mac: CTRL + CMD + p)

Toggle Agent Pause Status

  • Agent hears prompt for pause/unpause

PC: CTRL + ALT + a
(Mac: CTRL + CMD + a)

Answer Interaction (if alerting agent)

  • Agent hears “Answer Interaction” after entering hotkey

PC: CTRL + ALT + r
Mac: CTRL + CMD + r

Reject Interaction (if alerting agent)

  • Agent hears “Reject Interaction” after entering hotkey

PC: CTRL + ALT + h
(Mac: CTRL + CMD + h)

Toggle Interaction Hold/Unhold

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

PC: CTRL + ALT + t
(Mac: CTRL + CMD + t)

Open Transfer Modal

  • Agent hears “Transfer Modal”

PC: CTRL + ALT + e
(Mac: CTRL + CMD + e)

End Active Interaction (Hangup)

  • Agent hears “Hangup Interaction”

PC: CTRL + ALT + m
(Mac: CTRL + CMD + 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”

PC: CTRL + ALT + x
(Mac: CTRL + CMD + x)

Extend Wrapup (if on interaction)

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

PC: CTRL + ALT + s
(Mac: CTRL + CMD + s)

Save Notes (if on interaction)

  • Agent hears “Save Interaction” after entering hotkey.

PC: CTRL + ALT + o
(Mac: CTRL + CMD + o)

Place focus on outbound dial pad number input
(slated for 2021.09.24 release)

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