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Accessibility Controls (Voiceover)

Anthony Wong

Sharpen has implemented additional Aria tagging and hotkeys for agents using SharpenQ with a Screen Reader.

There is no admin configuration needed in order to enable hotkeys. Rather, the agent themselves must toggle hotkeys on before the rest can be utilized (see first row in red).

Once toggled by the agent, hotkeys are stored within the browser and will remain on.

đź’ˇ These hot keys will work with or without use of a screen reader.

Hot Key

Resulting Command

PC: CTRL + ALT + .
Mac: CTRL + CMD + .

Toggle Keyboard hotkeys on/off

PC: CTRL + ALT + p

(Mac: CTRL + CMD + p)

Toggle Agent Pause Status

  • Agent hears prompt for pause/unpause

PC: CTRL + ALT + a
(Mac: CTRL + CMD + a)

Answer Interaction (if alerting agent)

  • Agent hears “Answer Interaction” after entering hotkey

PC: CTRL + ALT + r
Mac: CTRL + CMD + r

Reject Interaction (if alerting agent)

  • Agent hears “Reject Interaction” after entering hotkey

PC: CTRL + ALT + h
(Mac: CTRL + CMD + h)

Toggle Interaction Hold/Unhold

  • Agent hears “Interaction placed on Hold” “Interaction removed from hold” respectfully

PC: CTRL + ALT + t
(Mac: CTRL + CMD + t)

Open Transfer Modal

  • Agent hears “Transfer Modal”

PC: CTRL + ALT + e
(Mac: CTRL + CMD + e)

End Active Interaction (Hangup)

  • Agent hears “Hangup Interaction”

PC: CTRL + ALT + m
(Mac: CTRL + CMD + 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”

PC: CTRL + ALT + x
(Mac: CTRL + CMD + x)

Extend Wrapup (if on interaction)

  • Agent hears “Extend Wrapup” prompt after entering hotkey.

PC: CTRL + ALT + s
(Mac: CTRL + CMD + s)

Save Notes (if on interaction)

  • Agent hears “Save Interaction” after entering hotkey.

PC: CTRL + ALT + o
(Mac: CTRL + CMD + o)

Place focus on outbound dial pad number input
(slated for 2021.09.24 release)

PC: CTRL + ALT + q
(Mac: CTRL + CMD + q)

Toggle mute
- agent hears “Call Muted/UnMuted”

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.

    • This is especially true with the agent pause toggle. The hotkey sends a socket event, but the actual pause/unpause status only changes once the status has been verified.

  • 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 user" so that he/she knows when to focus on the chat again.

  • 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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