How to use the agent hotkeys

Agent hotkeys can be used to quickly disposition calls by pressing a key or combination of keys set by the admin.

This FAQ will guide you in using the agent hotkeys.

Note: Your admin can set your campaign’s hotkey settings on or off, for that reason this feature may or may not be available for you to use.

1 - In a call, you will see different [A] Call buttons in the upper right part of the agent interface page.

2 - Please press the [A] Hotkey button to open the Hotkey window.

3 - In the Hotkey window you will see the key combinations your admin has setup.

Note:

• The key combinations may be different depending on what your admin has setup for you.
• Auto Hangup Call - This added feature, if set to yes, will automatically hang up a live call when an agent uses any hotkey available.
• The Auto Hangup Call can also be turned on or off by your admin.

4 - Now that we know what hotkeys are available, we can now use these on a call.

5 - If Auto Hangup Call feature is turned on. You can use the hotkey to quickly end the call and automatically set a disposition that for the hotkey you pressed. (The disposition window will not appear in this scenario)

6 - If  Auto Hangup Call feature is turned off. You will need to manually hang up the call by pressing the [A] Hangup button.

7 - In the Disposition window, press the desired Hotkey to easily disposition the call and automatically close the disposition window.