Add Notes to a Call

As an agent, you can attach notes to a queue call (a call routed to you through a call queue) to record the outcome, decisions, or any detail worth keeping. Notes can be added while you are still on the call or afterward, during wrap-up time. Each note combines a disposition code that categorizes the call and a free-text remark.

Before you begin

Confirm the following are in place:

• The Cloud Voice server is running firmware 84.18.0.102 or later.
• Your administrator has set up call disposition codes and given you permission to use the call note feature.

Note

A disposition code is a preset label that summarizes how a call went (for example, “Sale”, “Callback requested”, or “Wrong number”). Your administrator defines the list of available codes, and you pick the one that fits from the drop-down list. If the drop-down is empty or the Call Notes option is missing, ask your administrator to configure the codes and grant you the call note permission.

Add notes while on a call

You can annotate a queue call at any point during the live conversation.

1. On the active call, select Call Notes to reveal the call note panel.

   

2. In the panel, tag and describe the call:

   

   a. From the Select Call Disposition drop-down list, choose a disposition code.

   b. In the Remark field, type a brief description of the important points from the call.

   c. Select Save. An “Edited Successfully” message confirms that the note has been stored.

Note

You can update and save the note as many times as you need while the call is still connected.

Add notes during wrap-up time

When a queue call ends and you move into wrap-up time (the short pause after a call before the queue offers you the next one), the call note panel opens on its own so you can create or revise notes.

1. From the Select Call Disposition drop-down list, choose a disposition code.
2. In the Remark field, type a brief description of the important points from the call.
3. Select Save.

Note

Once the call is over, you can still review and edit its notes from the matching call log. See Manage Queue Call Logs for details.