Sign In

Scroll through the saved email addresses in the drop-down list.

Up and Down arrows

Select an email address.

Enter

Change the selected email address.

Mac keyboard: Command+Left arrow

Windows keyboard: Alt+Left arrow

Sign in to Agent Desktop.

Enter

Station Credentials

Select either Dial Number or Extension.

Right arrow and Enter

Focus and select the option within the Dial Number or Extension dialog box.

Tab

Right and Left arrows

Navigate through elements within the Dial Number or Extension dialog box.

Tab

Select a team name from the Team drop-down list.

Up and Down arrows

Select an option.

Enter

Close the Station Credentials dialog box.

Esc

Notes

Access the Notes icon.

Tab and Enter

Navigate through options in the Notes dialog box.

Tab and Enter

Notification Center

Access Notification Center.

Tab and Enter

Scroll through the notifications.

Up and Down arrows

Mark all notifications as read, reopen a screen pop, close a notification, and ignore notifications.

Tab, then Enter or Space Bar

Close the Notification Center dialog box.

Esc or Enter or Space Bar

Agent State

Scroll through the Agent State from the drop-down list.

Up and Down arrows

Select an Agent State.

Enter

Close the Agent State dialog box.

Esc or Enter or Space Bar

User Profile

Access the User Profile dialog box.

Enter or Space Bar

Navigate through the options in the User Profile dialog box.

Tab and Enter

Close the User Profile dialog box.

Esc

Notification Settings

Access Notification Settings.

Tab and Enter

Enable or disable options (toggle buttons) in Notification Settings.

Tab and Space Bar

Increase or decrease the sound volume.

Arrow keys

Mute, unmute or play sound.

Tab, then Enter or Space Bar

Dark Mode

Switch to dark mode (toggle button).

Tab and Space Bar

Keyboard Shortcuts

Access the Keyboard Shortcuts dialog box.

Tab and Enter

Navigate through elements in the Keyboard Shortcuts List dialog box.

Tab and Enter

Clear the search criterion in the search field.

Tab, then Enter or Space Bar

Sort columns in the Keyboard Shortcuts List dialog box.

Tab and Enter

Scroll through the Keyboard Shortcuts List.

Tab, then Up or Down arrows

Maximize, restore, and close the Keyboard Shortcuts List dialog box.

Tab, then Enter or Space Bar

Error Report

Download error report.

Tab and Enter

Agent Performance Statistics Reports

Navigate through the reports.

Left or Right arrows

Select a report.

Enter

Task List

Toggle between tasks.

Arrow keys

Select a task.

Enter or Space Bar

Agent Interaction History

Navigate across all the channels within the Agent Interaction History.

Right and Left arrows

Select a channel.

Enter

Toggle between the contact history in a specific channel.

Tab

Popover

Accept a popover request.

Enter

Toggle between popover requests.

Tab

Interaction Control

Navigate through elements in the Interaction Control.

Tab

Select an option.

Enter

CAD Variables

Toggle between CAD variable values.

Tab

Select a CAD variable value.

Enter, or Space Bar

Transfer, Consult, or Conference

Select a radio button option.

Right and Left arrows

Select from the drop-down list.

Up and Down arrows

Select an option.

Enter

Close the dialog box.

Esc

Chat and Social Messaging Conversation

Navigate through the options.

Tab, then Enter or Space Bar

Expand or collapse contact information.

Tab, then Enter or Space Bar

Email

Navigate through options.

Tab, then Enter or Space Bar

Expand or collapse contact information.

Tab, then Enter or Space Bar

Select the rich text formatting style.

Tab, then Enter or Space Bar

Outdial Call

Select either Address Book or Dialpad.

Right and Left arrows

Scroll through the Address Book entries or dialed number in Dialpad.

Up and Down arrows

Clear the search criterion in the search field.

Tab, then Enter or Space Bar

Select a contact from the Address Book to make a call.

Tab and Enter

Navigate through the keypad number buttons on the Dialpad to make a call.

Tab, then Enter or Space Bar

Close the Outdial Call dialog box.

Esc

Auxillary Information

Maximize and restore widgets.

Tab, then Enter or Space Bar

Navigate across tabs in the Auxiliary Information pane.

Right and Left arrows

Select a tab.

Enter or Space Bar

Navigate through elements within the tab.

Tab or Up and Down arrows

Access the View Email Message link in the Contact History tab.

Tab and Enter

Navigate through the Edit Layout options.

Tab, then Enter, or Space Bar

Reset Desktop Layout

Reset the entire Desktop layout.

Tab and Enter

Navigate through and select elements in the Reset Layout Confirmation dialog box.

Tab, then Enter or Space Bar

Wrap Up

Expand and collapse the Wrap Up Reasons dialog box.

Tab, then Enter or Space Bar

Navigate through elements in the Wrap Up Reasons dialog box.

Tab

Cancel Auto Wrap Up.

Tab, then Enter, or Space Bar

Select a radio button option.

Up and Down arrows

Submit Wrap Up.

Tab, then Enter or Space Bar

Help

Navigate through elements in the Help Center dialog box.

Tab

Select an option.

Enter

Access a specific help topic in a new tab.

Shift+Tab and Enter

Close the Help Center dialog box.

Esc

Sign Out

Sign out from Agent Desktop.

Tab

Enter, or Space Bar

Webex App

Navigate through elements within Webex App.

Tab, then Up and Down arrows

Select an option.

Enter or Space Bar

Icons and user interface

The screen reader reads the icon name, heading, field name, combo box, drop-down list, toggle button, text box, search option, error message, number of listed items, help text, expand or collapse, and keyboard shortcut to proceed.

The JAWS screen reader does not read the autocomplete drop-down list displayed based on the search criterion.

Sign In

Field names

The screen reader reads the email address and the next action item to proceed.

Station Credentials

Error in Station Credentials dialog box

The screen reader reads the error message which results from the unsuccessful submission of the Station Credentials details. For example, when the dialed number is invalid.

Notes

Icon, options in the Notes dialog box, and the notes

The screen reader reads the icon name, options in the Notes dialog box, note title, notes, number of characters left for the notes, filter results, error message, number of listed notes, and notes list.

Notification Center

Messages Count

The screen reader reads the unread messages count and the options in the dialog box.

Agent State

List

The screen reader reads the agent state drop-down list.

User Profile

Options

The screen reader reads the profile options.

Channel capacity

The screen reader reads the descriptive help text of the routing type associated with the profile.

Notification Settings

Help text

The screen reader reads the descriptive help text of the notification settings options: Enable Notifications, Enable Silent Notifications, and Enable Sound Notifications.

Keyboard Shortcuts

Column header and rows

The screen reader reads the column header title and the row values.

Download Error Report

Status

The screen reader reads the error report download status.

Agent Performance Statistics

The screen reader reads the widget title.

Table

The screen reader reads each table header and each cell in the table.

Widget

Title and content

The screen reader reads the title of a widget and its contents.

Outdial Call

Address Book

The screen reader reads the contents of the address book.

Dialpad

The screen reader reads the number on the dialpad.

Help

Dialog box

The screen reader reads the options in the Help Center dialog box, the table of contents, and the hyperlink text.