Limited release: This article refers to updates for Omni from release 10.28 onwards. Admins using release 25.x will not see any change to their Omni interface. You can check the version number you are using in the URL. For example, this agent is using version 25.17 and would not see the changes described in this article.
Creating keyboard shortcuts for Omni
Some agents find keyboard shortcuts for common tasks to be a faster and more efficient way to navigate the agent interface. Admins can now associate a range of actions to function keys.
Creating shortcut keys
In your Admin account;
- Go to the Settings page.
- Go to the Global settings subpage.
- Go to the Shortcut keys section.
- Click the drop-down list for the function key you want to use for a shortcut and select the action to use.
- Make any other changes you wish to make.
- Click the Save button in the top right.
As shortcut keys are defined locally, the Admins will need to communicate to their agents which shortcut keys are in use.
Available actions
The following actions are available at time of writing, further actions may be made available later.
- Logout
- Mute/unmute agent microphone
- Start/stop inbound (Break)
- Adding a number to a conference call
- Removing a participant from a conference call
- Put a conference call participant on hold.
- Leave the the conference call (the call continues without the agent).