Standalone Agent Notes Field Within Agent Script (Live Call Mode)
Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.
Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:
*Adds unnecessary clutter during active calls
*Slows down note-taking while agents are engaged with customers
*Increases cognitive load when only note-taking is required
Key Capabilities
- Isolated Notes Input Field: Agent Notes can be displayed independently within the script
- Script-Level Configuration: Admins can control which disposition elements are shown per workflow/use case
- Real-Time Usability: Optimized for quick note entry during live conversations
Ryan
shared this idea
-
Darlene
commented
Feature request associated to 04433022 - Fabian Oil
Idea created by RCX Engineer on behalf of the client.
