Agents can add favourite outcomes, favourite contacts and favourite queues to their Agent page.
To manage your agent's Favourites, select the Settings tab from the Agent page.
Click on Add New to add a Favourite to the list or remove to remove existing favourites.
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 Favourites or remove to remove them from your Favourites.
Once added, favourite outcomes will be shown on any type of call (inbound/outbound/manual) and favourite contacts and queues will be shown on a transfer on an inbound or outbound call or a manual call.