Cloud Contact Center Software Five9 VCC Hot and Keyboard Shortcuts Quick Reference Hot for Five9 Agents Agent State Changes and Actions Navigation within the Agent Application Hot for the Worksheet Wizard Hot for Call Management Hot for Text Channels Resolution and Solution by Application Hot for Five9 Agents The hot keys listed in this table correspond to functions within the VCC Agent Application. Agent State Changes and Actions ALT+A+E ALT+A+L ALT+A+N ALT+A+R ALT+A+V ALT+H+A ALT+H+C Change state to Ready... and select interaction channels, Voice, Chat, Email, and Social (Actions > Ready...) Logout and Exit (Actions > Logout & Exit) Not Ready (Actions > Not Ready) Ready to accept interactions for last selected media (interaction channel) Listen to voicemail (Actions > Voicemail) Display Five9 Agent version (Actions > Help > About) Open Help on the Customer Portal (Actions > Help > Customer Portal) Navigation within the Agent Application Ctrl+E Ctrl+G Ctrl+P Ctrl+Q Ctrl+S Open Contact search Switch to General tab from Current Call screen. Jumps to Primary phone number contact field. Switch to Parked Calls tab if you are on the Current Call screen Switch to Personal Queue tab if you re on the Current Call screen Switch to Script tab if you re on the Current Call screen
ALT+A ALT+D ALT+H ALT+O ALT+V ALT+A+T+C ALT+A+T+B ALT+A+T+E ALT+A+T+M ALT+A+T+H ALT+A+T+R Open the Actions Menu Open dial pad (only applicable to Softphone) Open the Help Menu Display the Options Menu View Menu Go to the Current Call tab (Actions Tabs Current Call) Go to the Callbacks tab (Actions Tabs Callbacks) Open the Email tab (Actions Tabs Email) Go to the Messaging tab (Actions Tabs Messaging) Go to the Session History tab (Actions Tabs Session History) Go to the Contacts (CRM) tab (Actions Tabs CRM) ALT+A+T+S Go to the Summary tab (Actions Tabs Summary ) ALT+A+T+V Go to the Voicemail tab (Actions Tabs Voicemail)
Hot for the Worksheet Wizard ALT+A+C+O ALT+B ALT+C ALT+F ALT+N Start Worksheet (Actions > Current Call > Start Worksheet) Back button Cancel button Finish button Next button Hot for Call Management ALT+A+C+R ALT+A+C+H ALT+A+C+V ALT+A+C+A ALT+A+C+L ALT+A+C+N ALT+A+C+T Ctrl+F Ctrl+I Ctrl+K Ctrl+L Ctrl+M Ctrl+T Ctrl+W ALT+A+B ALT+A+C+D+D Start or Stop recording of call (Actions > Current Call > Record Call) Place call on or off hold (Actions > Current Call > Place Call On Hold) Retrieve caller (Actions > Current Call > Retrieve Call) Add conference participant (Actions > Current Call > Add Conference Participant) Leave conference (Actions > Current Call > Leave Conference) Transfer current call (Actions > Current Call > Transfer Current Call) Transfer parked call (Actions > Current Call > Transfer Parked Call) Add conference participant If a call is coming, pick up the phone and then activate soft phone dial pad entry field, so number pad will generate DTMF tones. If already on a call, just activate entry field. Park Hold Make an outbound call Transfer (opens Transfer Call dialog) Wrap up Display Not Ready Reason Codes Add to DNC (Actions > Current Call > Call Dispositions > Add to DNC
List) ALT+A+C+D+R ALT+A+C+D+N Ctrl+F Ctrl+D Recycle number (Actions > Current Call > Call Dispositions > Recycle Number) No Disposition (Actions > Current Call > Call Dispositions > No Disposition) Add Conference Participant Set Disposition, at which point you can use arrow keys to move up or down and Enter on the disposition of choice Hot for Text Channels Agents with Text Media Skill ALT+A+R ALT+A+N ALT+A+T+A ALT+A+T+O ALT+A+T+E Change state to ready for last selected media Change state to not ready Open the Chat tab (Actions > Tabs > Chat) Open the Social tab (Actions > Tabs > Social) Open the Email tab (Actions > Tabs > Email)
Resolution and Solution by Application F10 activates pull-down menus for these keys. Administrator Ctrl+S Shift+C Shift+D Shift+I Shift+P Send Broadcast message to All Users Toggle between folders(crm, Campaigns & Connectors) Select Disposition Folder Select IVR scripts folder Toggle between Folders(Profiles & Prompts) Agent Ctrl+E Ctrl+M Ctrl+P Ctrl+S Alt+A Alt+D Alt+H Alt+O Alt+V Displays CRM fields Make manual call Switch to Parked Calls tab Switch to Script Tab Actions Menu Open dial pad from Current Call screen; Applies only to Softphone. Help Menu Options Menu View Menu
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