Working with Global Favorites

As a contact center administrator, you can create and maintain Global Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator in Agent Desktop or the Gplus Adapter.

Tip

To see how agents use Global Favorites in Agent Desktop, see Using Favorites in the Workspace Web Edition Help guide.

You can create a list of favorites for each of the following levels:

• Desktop settings (everyone)
• Agent Groups (only members of the group)
• Users (personal)

Essentially, you add favorite contacts and targets to the global Favorites List. Then from that list, you can select the favorites that you want to apply to individual agent groups, individual users, or the whole contact center. Favorites can be re-used, meaning that if you create a favorite for a specific agent or agent group, for example, you can also apply that favorite to another agent group or individual.

To help demonstrate how this all works, let’s observe how Henry, the Contact Center Administrator, adds a favorite to one agent group and then applies the same favorite to another agent group.

Henry is configuring Agent Desktop settings for Agent Group 1 and Agent Group 2. As part of the setup, he needs to create a list of contacts to be displayed in the Team Communicator for each agent that belongs to the groups. For the purposes of this demonstration, he’ll add only one favorite. In reality, he would set up as many favorites as required to meet the needs of his contact center. The goal is to include a quick way for agents to transfer an interaction to an agent who can speak Spanish. These are the steps he takes:

1. Access the Agent Group (Contact Center Settings > Agent Groups> Agent Group1)
2. Click Group Favorites.

3. To add a new favorite to the global list of favorites, click Add Favorites.
4. On the Manage Favorites window, select Skill.
5. Select Spanish from the second drop-down list box.
6. Select a category. Categories organize how the favorites are displayed to the agent. He selects Quick.
7. Click Add.

The new favorite (Spanish) is now added to the global favorites list on the Manage Favorites window. However, at this point, the new favorite is not assigned to any group. It’s simply available in the global list. He now needs to now add the newly added favorite to Agent group 1. Notice that Spanish is automatically selected.

8. Click Save.

Result

The Manage Favorites window closes and the new favorite is added the Group Favorites list for Agent Group1 as shown here.

Now it’s time for Henry to add Spanish to Group Favorites for Agent Group2. To do this, all he needs to do is:

1. Access the Agent Group (Agent Groups > Agent Group2)
2. Click Group Favorites.
3. Select Spanish from the Manage Favorites list.
4. Click Save.

Now all members of Agent Group1 and Agent Group2 will have Spanish listed in the Quick contact list in the Team Communicator.

What's next?

Now that Spanish is listed as a Global Favorite, Henry has the option in the future to add Spanish as a personal favorite for individual users or a global favorite to all users in the contact center (Desktop Settings).