We can bookmark agents you contact often and queues used often, and track their status every time you log in with just a click on the Favorites tab.
For example, you are one of five managers in the AcmeJets Support agent group. You manage seven team members out of the 50 members belonging to the group. You can mark these seven team members as your favorites and monitor their status with just a click, rather than sifting through the status of the whole team.
All users who have access to Contact Center Agent Workspace
- Login into Contact Center Agent Workspace from SSO panel.
- On the left pane, click on Contacts button ont he bottom left which displays a list of all queues and agents
- Selecting will add them in the favorites list. (Seen in Favorite Tab)