Flex UI version 2.1 and above now supports keyboard shortcuts for the most common actions performed by agents. Here is a list of the default actions you can perform via a keyboard shortcut:
| Action | Action description | Shortcut |
|---|---|---|
| Toggle status menu | Opens and closes the agent Activity menu | CTRL + SHIFT + S |
| Accept task | Accepts incoming tasks. Call tasks will always be accepted first. If there are multiple tasks, they will be accepted one at a time in the order they came in (with the oldest first). If there are no incoming tasks, this shortcut will do nothing. | CTRL + SHIFT + A |
| Reject task | Rejects incoming tasks. Call tasks will always be rejected first. If there are multiple tasks they will be rejected one at a time in the order they came to the user (oldest first). If there are no incoming tasks, this shortcut will do nothing. | CTRL + SHIFT + R |
| Navigate down/up the task list | Navigates up and down from the currently selected task in the task list. If no task is selected, the top task is selected. Repeated presses will go down and up the list to the next task, looping round to the other end when you reach the top or bottom of the list. | CTRL + SHIFT + T (up) and CTRL + SHIFT + Y (down) |
| Toggle mute on active call | Places yourself on and off mute. | CTRL + SHIFT + M |
| Toggle hold on active call | Places the other participant of a call on and off hold. If there are more than two participants in the call, this shortcut will do nothing and a notification will appear. | CTRL + SHIFT + H |
| Logout | Will log out the user out of Flex UI. If the user has an active call or pending tasks, this shortcut will do nothing. | CTRL + SHIFT + 0 |
| End the currently selected task | This shortcut has two behaviors based on the channel type and status of the selected task. The first keypress of this shortcut will close the channel and move the task to "wrap up". Ongoing calls will hang up and chats will be ended. If the call has multiple participants, the conference will end for everyone. The second keypress (or if the task is already in "wrap up" mode) will complete the task. There is a 1-second timeout to prevent accidental repeat keypresses. If the shortcut is used a second time too quickly, it will do nothing. A notification will appear. | CTRL + SHIFT + 1 |
| Return to active call | Will navigate back to the call view if the agent is not on this view. | CTRL + SHIFT + C |
You can view the Keyboard Shortcuts menu under the user menu on the top right of the Flex UI. If necessary, your developers can modify the default keyboard shortcuts.