Accessibility - Agent Workspace (Agent) Pages

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 Or unique component

Text Alternatives & Captions (WCAG 1.1.1)

Make visuals understandable for all

  • Added alternative text for calendar filter pop-ups

  • 1.2.1 Search - Interactions

  • 1.2.2 Search - Messages

  • 1.2.4 Search - Threads

Navigation & Structure (WCAG 1.3.2 – Meaningful Sequence

Ensured all interactive elements are fully operable via keyboard

Fixed issues where:

  • Non-interactive elements were incorrectly included in focus order

  • Focus behavior was inconsistent during UI updates

  • Improved visual focus indicators and focus transitions

  • 1.7.2 Settings - A/V Notifications

  • 01 Main Window - Interaction Pane

  • M6 Settings - Information

  • M3 Side Nav

  • M2 Top Nav + Dialog

  • M1 Voice Connection

  • M9 Interaction Details - Customer Card

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

  • 1.9 App Space

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

  • 1.7.2 Settings - A/V Notifications

  • 1.8.1 Reporting Productivity

  • 1.8.2 Reporting Performance

  • M7 Settings - Agent Skills

  • M2 Search Messages

  • M4 - Contact History

  • 01 Main Window - Interaction Pane

Visual Accessibility & Contrast

• M3 Settings - Login and Voice Preferences

• M4 Settings - A/V Notifications

• M5 Settings - Display and Accessibility • M6 Settings - Information

• M7 Settings - Agent Skills

• M8 Reporting - Productivity

• M9 Reporting - Performance

• M1 Interaction Details - Quick Responses

  • M2 Search Messages

  • M3 Search Customers

  • M6 Directory

  • M7 Calendar

  • M8 Calendar - Add Commitment

  • M3 Side Nav

  • M2 Top Nav + Dialog

  • M4 - Contact History

  • M5 Search Interactions

  • M7 Interaction Details - Email

  • M8 Interaction Details - Chat

  • M9 Interaction Details - Customer Card

  • M1 Voice Connection 2

Labels, Headings & Structure

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

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

  • M4 Settings - A/V Notifications

  • M5 Settings - Display and Accessibility

  • M6 Settings - Information

  • M8 Reporting - Productivity

  • M7 Calendar

  • 01 Main Window - Interaction Pane

  • M3 Settings - Login and Voice Preferences

There are few exceptions in accessibility alignment as listed below:

  • App Space

  • Calendar

  • Contact History

  • Directory

  • Interaction Details - Chat

  • Interaction Details - Customer Card

  • Interaction Details - Email

  • Interaction Details - Quick Responses

  • Main Window - Interaction Pane

  • Reporting - Performance

  • Reporting - Productivity

  • Search - Interactions

  • Search - Messages

  • Search - Threads

  • Search Customers

  • Settings - A/V Notifications

  • Settings - Agent Skills

  • Settings - Display and Accessibility

  • Settings - Information

  • Settings - Login and Voice Preferences

  • Side Nav

  • Top Nav + Dialog

  • Voice Connection 2