Enter notes for an interaction


Agents can make notes about an interaction during the interaction or while in after call work (ACW). If an agent enters notes for an interaction and then transfers it to a receiving agent, the notes remain with the interaction. Because notes are part of the interaction, the receiving agent can also see them.

  1. Click Notes
  2. Type any notes about the interaction. Notes entered into Notes panelGenesys Cloud saves the notes automatically. 
  3. If you add notes and are ready to complete ACW, go to the Wrap-up Codes panel and click Done. For more information about the Wrap-up codes panel, see Specify wrap-up codes

View notes previously entered by another agent

If an agent enters notes on an interaction and then transfers the interaction, the next agent to answer the interaction can see the previously entered notes. The Notes icon displays an orange notification to indicate that a previous agent entered notes. To see previously entered notes for an interaction, click Notes. Notes icon previously entered notes

The note history for the interaction appears in the Notes window. Notes previously entered history

Enter any new notes in the Type your notes here… field.