# Genesys Cloud - Admin - Favorites

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## Favorites (Genesys Cloud)

### Summary

The **Favorites** feature in Genesys Cloud allows users to **mark frequently contacted coworkers, agents, or resources for quick access** within the platform. By adding contacts to Favorites, users can easily locate them for **internal communication, call transfers, consultations, or collaboration** without searching through the full directory.

Favorites appear in the **Agent Workspace or directory panel**, enabling faster navigation and improving operational efficiency when working with team members or commonly used contacts.

---

## Utilization

| Use Case | Description |
|---|---|
| Quick contact access | Agents quickly locate supervisors or team members |
| Frequent call transfers | Common transfer destinations added to Favorites |
| Internal collaboration | Agents contact teammates during interactions |
| Escalation support | Supervisors or specialists added for rapid escalation |
| Operational efficiency | Reduces time spent searching through the directory |

Using Favorites helps agents **streamline internal communication during customer interactions**.

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## Best Practices

| Practice | Reason |
|---|---|
| Add frequently contacted users to Favorites | Speeds up collaboration and call handling |
| Include supervisors or escalation contacts | Makes escalation easier during interactions |
| Keep Favorites organized and relevant | Prevents clutter and confusion |
| Review Favorites periodically | Ensures contacts remain current |
| Use Favorites during transfers or consultations | Improves efficiency while assisting customers |

---

## Example Scenarios

### Scenario 1 – Agent Transfers Call to Specialist

```text
Customer requires specialized assistance
        ↓
Agent opens Favorites list
        ↓
Agent selects specialist from Favorites
        ↓
Call transferred quickly
````

---

### Scenario 2 – Agent Consults Supervisor

```text
Agent handling complex customer issue
        ↓
Agent opens Favorites list
        ↓
Agent selects supervisor
        ↓
Agent initiates consultation
```

---

### Scenario 3 – Quick Internal Communication

```text
Agent needs help locating information
        ↓
Agent opens Favorites panel
        ↓
Agent selects teammate
        ↓
Agent sends message or initiates call
```

---

## Key Benefits

| Benefit                       | Explanation                                       |
| ----------------------------- | ------------------------------------------------- |
| Faster collaboration          | Frequently contacted users are easily accessible  |
| Improved agent efficiency     | Reduces time spent searching the directory        |
| Better interaction handling   | Helps agents transfer or consult quickly          |
| Simplified navigation         | Agents can quickly find important contacts        |
| Supports escalation workflows | Specialists and supervisors are readily available |

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