Enter notes for an interaction
Feature postponement: This feature has been temporarily postponed. Please check Genesys Cloud – Features coming soon for updated availability information.
You can make notes about an interaction during the interaction or while in after call work (ACW). If you enter notes for an interaction and then transfer that interaction to another agent, the notes remain with the interaction. Because notes are part of the interaction, the receiving agent also sees them.
- To add or view notes, click Notes .
- Optionally, do one of the following:
- To hide the notes history, enable Hide notes history.
- To see the notes history, enable Show notes history.
- To add a new note, in the Type your notes here box, type a note about the interaction. Genesys Cloud automatically saves your notes.
View notes previously entered by another agent
If you add notes to an interaction and then transfer the interaction, the next agent to answer the interaction can see the previously entered notes. The Notes icon displays an orange notification badge to indicate that a previous agent entered a note. To see previously entered notes for an interaction, click Notes .
Notes:
- Any notes that you enter after you transfer an interaction are available to the next agent after you complete ACW.
- For callback interactions, notes are not available until you begin a call with the recipient.
- You can enter up to 10,000 characters, but reporting can truncate anything beyond 1024 characters.
View notes for previous interactions
If you want to see notes that you entered for a previous interaction, do the following:
- Click Performance > Workspace.
- Under Interactions, click the interaction that contains the notes you want to see. The notes for that interaction appear in the Wrap-up Information section.
