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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 on before they can be utilized. Once toggled, hotkeys are stored within the browser and will remain on for the agent.

Hot Key

Resulting Command

CTRL + ALT + .

Toggle Keyboard Shortcuts 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.

Other helpful tidbits:

  • If a hotkey doesn't give you a prompt, it hasn't gone through. At times, this can happen if you are within a text field. Tab away from the field and try entering the hotkey again. If it still doesn't work, attempt to toggle your hotkeys on/off.

  • When messaging, users can tab and shift-tab in order to navigate through chat timeline after focusing on the “message edit” field.

    • The message edit field is the end of the timeline, so shift-tabbing will take you to the most recent message. Shift tabbing again, takes you to the second-most recent, etc.

    • When new message is received, agent hears prompt: “Message from [Firstname Lastname]: [message body]."

  • For outbound phone calls, we recommend “Outbound Q Status” is toggled on for the agent so that they can make Queue Calls using the deskphone.

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