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.

1. To add or view notes, click Notes .
2. Optionally, do one of the following:
   • To hide the notes history, enable Hide notes history.
   • To see the notes history, enable Show notes history.
3. To add a new note, in the Type your notes here box, type a note about the interaction. Genesys Cloud automatically saves your notes.
   Note: For extra visibility, Genesys Cloud places a border around new notes for 20 seconds.

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 .

View notes for previous interactions

If you want to see notes that you entered for a previous interaction, do the following:

1. Click Performance > Workspace.
2. Click Menu > Analytics > Analytics Workspace.
3. In the Default section, search for Interactions and then click the view name to open it.
4. 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.