Account administrators can configure Agent Notes for agents and supervisors so that they can add notes to their customer interactions. Agent notes provide context to agents and supervisors and are helpful for further interactions with customers. When agents or supervisors transfer an interaction from one agent to another, the next agent can use Agent Notes to obtain context for additional interactions with the customer.

By default, agents and supervisors can add, edit, or delete agent notes. Account administrators can use Application Center Administration to enable or disable these actions for their agents and supervisors.