Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Hi Wilbert,

This has been discussed a bunch, and the favorites should be back soon. Last I heard, they will be located under User Management > User Directory as a tab. Hopefully we see this sooner rather than later, it's a feature our org uses a bunch as well.

------------------------------
John Butine

Original Message:
Sent: 10-31-2025 12:25
From: Wilbert Patterson
Subject: New User Interface

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

------------------------------
Wilbert Patterson
x
------------------------------

In the User Directory, eh? Don't hate it there, but that's an interesting, less easily accessible place to put it. I guess the presumption is users will have that open in split screen with the agent workspace on the right. Would like to know why a Favorites button on the top-nav button bar wasn't considered instead? Or...to get more bang for the buck, create a User Directory (or just "Directory") button that defaults to the Favorites tab first. Don't make a brutha mock an example up, haha

If the argument then becomes "the top nav bar may get too busy", then perhaps allow admins to pick a default set of visible buttons with the option for users to tailor how they see fit (ala the multi contextual panel tab chooser).

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-31-2025 13:10
From: John Butine
Subject: New User Interface

Hi Wilbert,

This has been discussed a bunch, and the favorites should be back soon. Last I heard, they will be located under User Management > User Directory as a tab. Hopefully we see this sooner rather than later, it's a feature our org uses a bunch as well.

------------------------------
John Butine

Original Message:
Sent: 10-31-2025 12:25
From: Wilbert Patterson
Subject: New User Interface

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

------------------------------
Wilbert Patterson
x
------------------------------

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Adding a tab to the directory list, as per the admin comments, will not replace old feature. Having to click "menu" then "User Management" THEN "User Directory" AND THEN "Favorite" is NOT what users need. They need QUICK Access to favorites.

Please consider placing the favorite button beside or inplace of the help button on top right.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

I agree with the idea to put the Favorite back as a one button click next to the profile area. This feature is highly used and needs to be easily accessed without having to make multiple clicks. I am not entirely sure why it was not incorporated in the new UI? Please do not hide this in the menu area. My org has 140 departments. The directory feature has been lacking in usefulness. The department list is dictated by the top departments with the most users. This should be expanded to pick and choose the departments that each person interacts with. The Favorite container was the only feature that made sense where you can pick and choose the users that you collaborate the most. 

Adding a tab to the directory list, as per the admin comments, will not replace old feature. Having to click "menu" then "User Management" THEN "User Directory" AND THEN "Favorite" is NOT what users need. They need QUICK Access to favorites.

Please consider placing the favorite button beside or inplace of the help button on top right.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Adding a tab to the directory list, as per the admin comments, will not replace old feature. Having to click "menu" then "User Management" THEN "User Directory" AND THEN "Favorite" is NOT what users need. They need QUICK Access to favorites.

Please consider placing the favorite button beside or inplace of the help button on top right.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.

Our organization that we'd have the new User Interface implemented as of Sunday, 10/26 via Genesys Cloud. The implementation occurred today unexpectedly. 

The "Favorites" feature is needed now to help prevent extended calls for our agents to handle escalations and other reasons you'd need to search for multiple colleagues at once.

By taking away the "Favorites", our agents must search one by one for at least five people to handle an escalation, etc. instead of simply seeing a list of favorites and their availability.