Add a function to to disable Agent Notes Field under Disposition Menu
the Agent Disposition Notes field is present in order to complete call disposition. With the ability for agents to now edit and update the Summary field, this requirement often results in duplicated information and increased after-call work.
We understand that the Agent Disposition Notes field is a core product design element and cannot currently be disabled at the account level. However, for many customers, the Summary field is sufficient—and preferred—for capturing call outcomes and context.
Requested enhancement:
Add an account-level configuration option that allows customers to disable the Agent Disposition Notes field, enabling teams to rely solely on the Summary field if desired.
Benefits:
Eliminates redundant documentation
Reduces after-call work and agent handle time
Improves agent experience and efficiency
Provides flexibility to support different operational workflows
Preserves existing functionality for customers who still require disposition notes
Darlene Tina
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