PEC-AS/Current/ManageCC/Work with Global Favorites - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

2022-08-16T13:56:38Z

Text replacement - "Agent Desktop" to "Agent Workspace"

Monique.gionet@genesys.com: Published

2021-03-25T17:54:49Z

Published

Show changes

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:08Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:03Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T17:36:56Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Global favorites
|TocName=Global favorites
|Context=Create and maintain a list of Global Favorites agents can access quickly in the Team Communicator in Agent Desktop.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Agent Desktop, Agent Setup
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=As a contact center administrator, you can create and maintain a list of Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator. To see how agents use global favorites (also known as corporate favorites) in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTeamCommunicator|anchor=Using_Favorites|display text=Using Favorites}} in the ''Agent Desktop Agent's Guide''.

In addition to managing favorites from the '''Desktop Settings''' page, you can also manage favorites on the '''Agent Groups''' page and the '''Add/Manage User''' window. No matter from what screen you add a favorite, you can include the favorite in the list of shareable favorites to be reused in all places where Global Favorites (or Personal Favorites for user accounts) are available for configuration in Agent Setup.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Scenario
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To help demonstrate how this all works, let’s observe how Henry, a 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 AgentGroup1 and AgentGroup2. 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 Dutch.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=ASshareGFscenario1.png
|structuredtext=These are the steps he takes:

#Access the Agent Group ('''Agent Groups> Agent Group1''')
#Click '''Group Favorites'''.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=ASshareGFscenario2.png
|structuredtext=<ol>
<li value="3">Add the Dutch skill as a new favorite in the global list:
<ol type="a"><li>Click '''Add Favorites'''.</li>
<li>On the '''Manage Favorites''' window, select '''Skill'''.</li>
<li>Select '''Dutch''' from the second drop-down list box.</li>
<li>Select a category. Categories organize how the favorites are displayed in Team Communicator. He selects '''Quick'''. </li>
<li>Click '''Add'''.</li></ol>
<li>Click Save.</li></ol>
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=ASshareGFscenario3.png
|structuredtext=The new favorite (Dutch) is now added to the global favorites list on the '''Manage Favorites''' window. However, at this point, the new favorite is not assigned to AgentGroup1 yet. It’s simply available in the global list. He now needs to add the new favorite to AgentGroup1. Notice that '''Dutch''' is automatically selected. If it wasn't, Henry would need to select the check box beside '''Dutch'''.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Result
|anchor=Result
|alignment=Vertical
|Media=
|image=
|structuredtext=When Henry clicks '''Save''', the '''Manage Favorites''' window closes and the new favorite is added to the '''Group Favorites''' list for AgentGroup1, as shown here.

[[File:ASshareGFscenario4.png]]

Now it’s time for Henry to add '''Dutch''' as a group favorite for AgentGroup2. To do this, all he needs to do is:

#Access Agent Groups ('''Agent Groups > AgentGroup2''').
#Click '''Group Favorites''' to open the global list of favorites.
#Click '''Add Favorites'''
#Select '''Dutch''' from the '''Manage Favorites''' list.
#Click '''Save'''.

All members of AgentGroup1 and AgentGroup2 now have '''Dutch''' listed in the '''Quick''' contact list in the Team Communicator.

Now that Dutch is listed in the global favorites list, Henry has the option in the future to easily add '''Dutch''' as a personal favorite for {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agent_groups|display text=other agent groups}}, {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|display text=individual users}}, or all users in the contact center.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 3: / Line 3: @@
 |DisplayName=Global favorites
 |TocName=Global favorites
-|Context=Create and maintain a list of Global Favorites agents can access quickly in the Team Communicator in Agent Desktop.
+|Context=Create and maintain a list of Global Favorites agents can access quickly in the Team Communicator in Agent Workspace.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Role=Administrator
-|Application=Agent Desktop, Agent Setup
+|Application=Agent Workspace, Agent Setup
 |Section={{Section
 |alignment=Vertical
-|structuredtext=As a contact center administrator, you can create and maintain a list of Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator. To see how agents use global favorites (also known as corporate favorites) in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTeamCommunicator|anchor=Using_Favorites|display text=Using Favorites}} in the ''Agent Desktop Agent's Guide''.
+|structuredtext=As a contact center administrator, you can create and maintain a list of Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator. To see how agents use global favorites (also known as corporate favorites) in Agent Workspace, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTeamCommunicator|anchor=Using_Favorites|display text=Using Favorites}} in the ''Agent Workspace Agent's Guide''.
 In addition to managing favorites from the '''Agent''' '''Desktop''' Settings, you can also manage favorites on the '''Agent Groups''' page and the '''Add/Manage User''' window. No matter from what screen you add a favorite, you can include the favorite in the list of shareable favorites to be reused in all places where Global Favorites (or Personal Favorites for user accounts) are available for configuration in Agent Setup.
@@ Line 24: / Line 24: @@
 |structuredtext=To help demonstrate how this all works, let’s observe how Henry, a 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_bu_3. 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 group. 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 French.
+Henry is configuring Agent Workspace settings for agent_group_bu_3. 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 group. 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 French.
 |Status=No
 }}{{Section

PEC-AS/Current/ManageCC/Work with Global Favorites - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

Monique.gionet@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"