From the Dashboard, click on Account and select Users from the drop-down.
In the Show Users Section, click on the Email Address of the User.
In the User settings page, click on Agent Interface Options tab.
Click on Select Agent ACL and select your desired existing settings. You may also click on Create Profile if you want to create a new custom profile.
When using an existing Agent ACL, you may press the Edit Profile button to edit the User Agent Interface Options.
Scroll Down and look for Allow Hot Keys.
Enable = Agents are allowed to use Hot Keys
Disable = Agents are restricted from using Hot Keys
Go back to Select Agent ACL and click Save button to save the updated settings of the User Agent Interface Options.
Scroll down to the bottom and click on Apply Changes.