The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Favorites Overview

Favorites are templates for items such as a case, a report, or a utility. You can enter default values that you would like to start off with each time you use that particular item, and then save it as a favorite. This saves you the trouble of having to re-enter commonly used settings or field values each time you open a new case, run a report, or run a utility.

You can share favorites so that other users can access the favorites you create. You can also set up the favorites to be automatically distributed to other users.

You can schedule favorites to run in the background at a specified time, either once or on a repeating basis.

Many of the screens in Emplifi Agent can be saved as a favorite. This includes cases, reports, and utilities. Common uses of favorites include the following:

Creating case templates which contain default values needed for various types of cases that are commonly received in the contact center. For example, a manufacturing company may have favorites for such things as a product complaint, a product usage question, or a "where to buy" inquiry.
Creating templates of commonly used management and analysis reports.
Creating templates of commonly run utilities.
Creating a Work Item based on a report.