Genesys Cloud - Admin - Favorites

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 . 
 
 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 
 Customer requires specialized assistance
 ↓
Agent opens Favorites list
 ↓
Agent selects specialist from Favorites
 ↓
Call transferred quickly
 
 
 Scenario 2 – Agent Consults Supervisor 
 Agent handling complex customer issue
 ↓
Agent opens Favorites list
 ↓
Agent selects supervisor
 ↓
Agent initiates consultation
 
 
 Scenario 3 – Quick Internal Communication 
 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