Agents can add favorite outcomes, favorite contacts and favorite queues to their Agent page.
To manage your agent's Favorites, select the Settings tab from the Agent page.
Click on Add New to add a Favorite to the list or remove to remove existing favorites.
When clicking on Add New, you will be shown a list of outcomes/contacts/queues to choose from. Click Add beside the contacts/outcomes/queues you want to add to your Favorites or remove to remove them from your Favorites.
Once added, favorite outcomes will be shown on any type of call (inbound/outbound/manual) and favorite contacts and queues will be shown on a transfer on an inbound or outbound call, or a manual call.