Overview

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

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.

Contents:

• Agent Console
  • Current Hotkeys
  • Using Hotkeys

Agent Console

In a call, click on your Email Address and select Hot Keys.

 Click the Hot key option to open the Hot key window.

Current Hotkeys

 In the Current Hotkeys window you will see the keystroke combinations your admin has set up.

• 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.

Using Hotkeys

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

If Auto Hangup Call feature is turned on. Press the necessary the hotkey to quickly end the call and automatically set the Disposition for the hotkey you pressed. (The Disposition window will not appear in this scenario)

• If Auto Hangup Call feature is turned off. You will need to manually hang up the call by pressing the Hangup button.
  
• In the Disposition window, press the desired Hotkey to easily Disposition the call and automatically close the Disposition window.
  • For example: for the Call Back Disposition, press ALT + C.
    

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