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Adding Notes During an Interaction

You have the capability to add notes regarding an interaction during inbound/outbound phone calls, or during a chat conversation. This enables smooth transition of an interaction from one agent to another. For example, if you left a voicemail to a customer, you can leave a note to the next agent about the voicemail who handles the next interaction with the same customer in future.

In Salesforce CRM, the notes gets saved in the call log of the activity history. The agent who handles the next interaction with the same customer can refer to the call log and view the notes.

Note: This feature is applicable to Enhanced integration of Multichannel Connect for Salesforce.

The notes panel can be accessed by going to Options menu in the control panel of the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions.

To access notes panel during a phone or chat interaction:

  1. Click Options and select transaction codes. The notes panel shows below the transaction codes.

    Figure 25: Agent Console, Notes Panel

  2. Enter the notes in the panel and click Save.

    The saved notes appears in the Detailed Accepted Transaction Report.

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