Hot Keys

5 min

Overview

Hot Keys, or keyboard shortcuts, are specific key combinations that allow agents to perform common actions on their desktop without using a mouse. This can include actions like answering a call, holding a call, transferring, or dispositioning an interaction.

How It Works

The system defines a set of keyboard shortcuts for frequent tasks. For example, Ctrl+A might be configured to answer an incoming call. Agents can use these shortcuts to navigate their console and manage interactions more quickly.

Prerequisites

The agent must be logged into the agent console.

Use Cases

High-Volume Call Handling: In a busy inbound call center, an agent uses hot keys to rapidly answer, hold, and disposition calls.
Data Entry: An agent uses shortcuts to quickly navigate between fields in a customer form or agent script.
Ergonomics: Agents can reduce their reliance on the mouse, which can help to minimize the risk of repetitive strain injuries (RSI).

Benefits

Increased Speed and Efficiency: Reduces the time it takes to perform common actions, which can decrease average handling time (AHT).
Improved Agent Workflow: Allows agents to keep their hands on the keyboard, creating a smoother workflow.
Reduced Physical Strain: Minimizes mouse clicks and movements, contributing to a more ergonomic work environment.

Limitations

There is a learning curve for agents to memorize and become proficient with the hot keys.

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