Overview
Hotkeys are a combination of keys providing quick access to a particular function. In Convoso, keys on the keyboard can be assigned to certain Dispositions/Statuses to allow Agents to quickly assign a Disposition/Status to a call. This can help the Agents quickly assign frequently used Dispositions/Statuses using simple keystrokes as opposed to mouse selections.
This article will guide you through the Hotkey settings and configuration requirements for using and allowing Agents to use Hotkeys in the Agent Console.
Contents:
Hotkeys Settings
- Click the Call Center main menu.
- Click the Campaigns option.
The Show Campaigns page will open.
- Click the gear-wheel drop-down in the Action column, click the Settings option.
The Campaign Settings page will open.
- Click the Advanced Configurations drop-down menu.
- Click the HotKeys option.
The Hotkeys settings will open.
- In the Hot Key Settings section, click the Auto Hangup On Hot Key toggle to On or Off, depending whether you want the Hotkey to also end the call.
- In the Hot Key column of the Hot Keys section, enter type a letter key to assign a key to that Status.
Note: Keys R,O,T,W,H are system reserved and cannot be used for these Hotkeys.You will get an error modal if you attempt to use one of these letters.
You also cannot use the same letter for two Hotkeys, you will also see an error modal window if two or more Statuses have the same letter.
Agent ACL
The next part of the setup is to turn on the Agent's capability to utilize the Hotkey feature.
User Settings
- Click the Account main menu.
- Click the Users option.
On the Show Users page, click the gear-wheel drop-down in the Action column, click the Settings option.
- You can also click the name of the User to open the User Settings.
The User Settings page will open.
- Click the Agent Interface Options tab.
- From the Select Agent ACL drop-down, select an existing ACL profile, or select Custom to create a new ACL profile.
- If creating a custom profile, click the Create Profile button to create a name for the ACL profile.
- In the User Agent Interface Options section, select Enable from the Allow Hotkeys drop-down.
- Click the Save button in the Agent ACL section once all options have been selected.
- Scroll down and click the Apply Changes button in the bottom right of the page.
If Agents are currently logged in, please have them logout and back in for the new settings to take effect.
For more about using Hotkeys in the Agent Console, see: Using Agent Hotkeys
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