Adding comments to an interaction

Last Updated : Dec 14, 2023 |

About this task

Avaya Workspaces for CRM saves the details of each interaction, such as the transcript and customer contact details. Your contact center links each interaction to a customer account. You can view an interaction and access the account details. Similarly, you can view an account and the history of previous interactions.

Add notes to each interaction to record any information that is not captured in the transcript in case another agent needs to check the status of the interaction. You can add notes during the interaction or after completing the interaction.

Before you begin

Ensure that you responded to an interaction.

Procedure

  1. Expand Activity Details at the bottom of the Avaya Workspaces for CRM application.

    The Name field displays the contact name. For example, John Smith. If there is no contact name available, the Name field displays None. If you create a contact center record, such as a lead, contact, or account, Avaya Workspaces for CRM displays it here.

  2. Optional For the Related To field, select a record from the original browser window.

    If you return the focus to the original browser window, you can select a contact center record, such as a case or an opportunity, and Avaya Workspaces for CRM displays it here. Alternatively, you can leave this field blank.

  3. In the Comments field, type your notes.

    The maximum number of characters is 32,000.

  4. Optional Type additional notes in the remaining fields.

    An account administrator can configure additional fields that are customized for your company. Your contact center automatically saves your notes.

  5. Optional If you forget to add notes during the live interaction, do the following to add them later:
    1. In the original browser window, navigate to the task for the interaction.
    2. Click Edit Comments.
    3. Type additional notes at the beginning or end of the transcript.
    4. Click Save.