Address Bar
|
Move between the address bar and the frames
|
F6
|
Sign-in Page
|
Language Selector Drop-Down
|
Access the drop-down
|
Tab and Shift-Tab from the ID field
|
Open the drop-down
|
Alt-Down Arrow or Enter
|
Scroll the drop-down
|
Up and Down Arrows
|
Select a language
|
Enter
|
Hide the drop-down
|
Esc
|
Mobile Agent Help Tooltips
|
Access and display a tooltip
|
Tab and Shift-Tab
|
Hide a tooltip
|
Esc
|
Certificate Acceptance
|
Toggle between the certificate links |
Tab and Shift-Tab
|
Open the certificate link to accept the certifiate
|
Enter
|
Call Control Gadget
|
Incoming Call Popover
|
Accept the incoming call
|
Enter
|
Call Control Gadget Navigation
|
Access the call control gadget, phone book, and keypad
|
Tab and Shift-Tab
|
Open and close the call control gadget
|
Enter
|
Phone Book
|
Navigate the phone book contact entries
|
Arrow keys
|
Select the contact to make a call
|
Enter
|
Select the contact to copy the number to the dialler
|
Enter
|
Dialpad
|
Toggle between the phone book and the keypad
|
Tab, Shift - Tab, and Enter
|
Navigate the keypad number buttons
|
Arrow keys, Tab, and Shift - Tab
|
Make a new call, Transfer a call, or consult a call
|
Press Enter in the number display field
OR
Navigate to the Call button and press Enter
|
Wrap-Up Reason Drop-Down
|
Access the drop-down
|
Tab and Shift-Tab
|
Open the drop-down
|
Enter
|
Scroll the list of wrap-up reasons
|
Up and Down Arrows
|
Select a wrap-up reason
|
Space Bar
|
Apply the wrap-up reasons
|
Enter
|
Close the drop-down
|
Esc
|
Callback and Reclassify Dialog Boxes (Outbound Calls)
|
Access the Callback and Reclassify buttons
|
Tab and Shift-Tab
|
Open the Callback and Reclassify dialog boxes
|
Enter (on the respective buttons)
|
Close dialog boxes
|
Press Esc
OR
Navigate away from the dialog boxes using Tab or Shift-Tab
|
Reclassify Dialog Box
|
Navigate the elements
|
Tab, Shift-Tab, Up and Down Arrows
|
Select an option
|
Enter
|
Close the Reclassify dialog box
|
Esc
|
Callback Date and Time Calendar
|
Navigate to and from the Calendar
|
Tab and Shift-Tab
|
Navigate within the Calendar
|
Arrows
|
Select a Calendar date
|
Enter
|
Move to the first or last days of a month
|
Home and End
|
Close the pop-up
|
Esc
|
Callback Date and Time Controls
|
Navigate the elements
|
Tab and Shift-Tab
|
Increase and decrease the Hour and Minute values
|
Up and Down Arrows
|
Toggle the AM/PM button
|
Enter
|
Close the pop-up
|
Esc
|
Desktop Chat
|
Certificate Acceptance
|
Toggle between the certificate links |
Tab and Shift-Tab
|
Open the certificate link to accept the certifiate
|
Enter
|
Change Status |
Open the drop-down to change the status
|
Enter
|
Toggle between the status
|
Arrow Keys, Tab and Shift-Tab
|
Apply Status
|
Enter
|
Search Contacts
|
Toggles between the search results
|
Tab and Shift-Tab
|
Close the search results drop-down
|
Esc
|
Contact List
|
Toggle between contacts and groups
|
Arrow Keys, Tab and Shift-Tab
|
Select multiple contacts
|
Ctrl + Up and Down arrows
|
After selecting multiple contacts, navigate to the Move or Delete options
|
Tab and Shift-Tab
|
Select the Move or Delete option
|
Enter
|
Contact
|
Navigate to contact header options
|
Tab
|
Open contact header options
|
Enter
|
Navigate contact header options
|
Arrow Keys, Tab and Shift-Tab
|
Navigate through Add, Edit and Delete Contact windows
|
Tab and Shift-Tab
|
Select an option
|
Enter
|
Group
|
Navigate to group header options
|
Tab
|
Open group header options
|
Enter
|
Navigate group header options
|
Arrow Keys, Tab and Shift-Tab
|
Navigate through Edit and Delete Group windows
|
Tab and Shift-Tab
|
Select an option
|
Enter
|
Team Message
|
Team Message
|
Navigate the elements
|
Tab, Shift-Tab, Up and Down arrows
|
Select an option
|
Enter
|
Close the dialog box
|
Esc
|
Show recent messages
|
Shift-Tab
|
Back and Delete
|
Tab-Enter
|
Queue Statistics Gadget
|
Queue Statistics Gadget
|
Access the Queue Statistics Gadget
|
Tab and Shift-Tab
|
Navigate the Queue Statistics table header
|
Tab and Shift-Tab
|
Navigate the Queue Statistics table cells
|
Tab and Shift-Tab
|
Desktop
|
Send Error Report
|
Access and display a tooltip
|
Tab and Shift-Tab
|
Hide a tooltip
|
Esc
|
To send the error report
|
Enter
|
Sign out
|
To sign out of the Finesse desktop |
Enter |
Third-Party Gadget
|
Maximize Icon
|
Access the maximize icon
|
Tab and Shift-Tab
|
Maximize and restore a third-party gadget
|
Enter
|
Digital Channels
|
Agent State
|
Access the digital channel agent state gadget
|
Tab and Shift-Tab
|
Open and close the gadget options drop-down.
|
Enter
|
Close the gadget options drop-down.
|
Esc
|
Navigating options in drop-down.
|
Up and Down Arrows
|
Select an option in drop-down.
|
Enter
|