Accessibility - Agent Workspace (Agent) Pages

In the table below, you can see the accessibility fixes completed for the 26.4 release. The table presents the application, page, and accessibility criteria that were fixed.

Accessibility criteria

 PAGE NAME: App Space PAGE NAME: Directory PAGE NAME: Queue PAGE NAME: Home PAGE NAME: Settings - Information PAGE NAME: Contact History PAGE NAME: Voice Connection

Navigation & Structure (WCAG 1.3.2 – keyboard/focus)

 Fixed "Skip to main content" link so it works correctly and no longer stays persistently focused after use. Fixed keyboard focus on "Load more" so it continues from where the user was instead of jumping to the end of the contact list.          

Screen Reader & Accessibility Semantics (WCAG 4.1.2 – Name, Role, Value)

Fixed Dragon voice-control access to the disposition dropdown and keypad; added a main landmark for JAWS navigation.   Resolved WAVE-flagged name/role/value errors; corrected agent-state icons so they're announced by name (previously read as "000"), and reduced "More info" to a single clear action point. Extended the display duration of transient status messages (e.g., "no network") so screen reader users have time to perceive them. Converted combobox controls so Dragon correctly identifies them (previously read as buttons); added a main landmark for JAWS. Improved JAWS reading of entries to clarify inbound vs. outbound calls; shifted focus to the interaction pane on callback/redial; added a main landmark. Added an aria-live announcement so screen reader users can hear on-hold call duration, updating every 30 seconds.

Labels, Headings & Structure

  Added a descriptive label ("Filter" combobox) to the Directory filter control, which previously had none.       Corrected the Contact History heading to the appropriate heading level for screen-reader navigation.  

Text Spacing & UI Responsiveness (1.4.12)

 Resized the disposition code notes box so it displays correctly at larger text/zoom sizes.            

Text Alternatives & Captions (1.1.1)

 Added a visible label for the mute/unmute icon (previously appeared only after clicking); added alt text to the "x" close button in Add Outbound. Updated the Favourites control to read "Unfavourite" once a contact is favourited.   Added alt text to the More Options close button.      

In the table below, you can see the accessibility fixes completed for the 26.3 release. The table presents the application, page, and accessibility criteria that were fixed.

Accessibility criteria

 PAGE NAME: Side Nav PAGE NAME: Voice Connection PAGE NAME: App Space PAGE NAME: Settings PAGE NAME: Directory PAGE NAME: Top Header Agent State Component

Navigation & Structure (WCAG 1.3.2 – keyboard/focus)

           Fixed the "Go Available" option so people can now select it with just the keyboard (including the Alt+O shortcut), and made sure the focus outline appears right away after selecting a new status, so keyboard users can always see where they are.

Screen Reader & Accessibility Semantics (WCAG 4.1.2 – Name, Role, Value)

Fixed nav button markup so screen readers announce the button's name/role on mouse hover, not just keyboard focus. Screen readers now clearly announce what each call button does, including which caller a "hang up" or "hold" button belongs to, explaining why a call can't be ended if it's muted or on hold, and speak out loud when actions like mute, hold, or record are turned on or off using keyboard shortcuts.     Removed a broken aria-labelled by reference and replaced a dynamic aria-label with a stable "Directory Filter" label so the control's name doesn't change with the selected value. Added a Current agent state" suffix to the active state's aria-label so it's distinguished from inactive ones.

Labels, Headings & Structure

    Corrected skipped heading levels (e.g., h1 > h4) using variant mapping so screen-reader heading navigation follows a logical order, with no visual change. Heading-hierarchy fix applied to Settings. Heading-hierarchy fix applied to Directory.  

In the table below, you can see the accessibility fixes completed for the 26.2 release. The table presents the application, page, and accessibility criteria that were fixed.

Accessibility criteria

 PAGE NAME: Search - Interactions/Messages/Threads PAGE NAME: Settings - A/V Notifications PAGE NAME: Main Window - Interaction Pane PAGE NAME: Settings - Information PAGE NAME: Side Nav PAGE NAME: Top Nav + Dialog PAGE NAME: Voice Connection PAGE NAME: Interaction Details - Customer Card PAGE NAME: App Space PAGE NAME: Reporting Productivity PAGE NAME: Reporting Performance PAGE NAME: Settings - Agent Skills PAGE NAME: Search Messages PAGE NAME: Contact History PAGE NAME: Settings - Login and Voice Preferences PAGE NAME: Settings - A/V Notifications PAGE NAME: Settings - Display and Accessibility PAGE NAME: Settings - Information PAGE NAME: Settings - Agent Skills PAGE NAME: Reporting - Productivity PAGE NAME: Reporting - Performance PAGE NAME: Interaction Details - Quick Responses PAGE NAME: Search Messages PAGE NAME: Search Customers PAGE NAME: Directory PAGE NAME: Calendar PAGE NAME: Calendar - Add Commitment PAGE NAME: Search Interactions PAGE NAME: Interaction Details - Email PAGE NAME: Interaction Details - Chat

PAGE NAME: Voice Connection 2

Text Alternatives & Captions (WCAG 1.1.1)

  • Make visuals understandable for all

  • Added alternative text for calendar filter pop-ups

 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Navigation & Structure (WCAG 1.3.2 – Meaningful Sequence)

  • Ensured all interactive elements are fully operable via keyboard

  • Non-interactive elements were incorrectly included in focus order

  • Focus behavior was inconsistent during UI updates

  • Improved visual focus indicators and focus transitions

 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Text Spacing & UI Responsiveness (WCAG 1.4.12)

  • Improved text spacing and layout responsiveness in App Space

  • Addressed issues where certain elements (e.g., caller name display) did not adjust correctly

 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Screen Reader & Accessibility Semantics (WCAG 4.1.2 – Name, Role, Value)

  • Fixed issues with ARIA roles, properties, and landmarks for better assistive technology support

  • Improved accessible names, roles, and states for custom UI controls

  • Ensured form fields and controls have valid, programmatically identifiable labels

 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Visual Accessibility & Contrast

  • Ensured sufficient colour contrast across all pages for text and interactive elements

 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Labels, Headings & Structure

  • Standardized headings and labels to be more descriptive, unique, and meaningful.

  • Corrected heading hierarchy and usage to improve screen reader navigation.

Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes