---
title: Hot Keys
slug: contact-center/hot-keys
docTags: 
createdAt: 2025-09-28T17:43:07.201Z
---

# 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.