Taking notes as a RingCX agent ============================== Agent notes help you quickly capture details from a call or digital interaction, track the interaction's history, and document the outcome. * For inbound interactions, a detailed note lets you quickly understand the issue and pick up where the previous agent left off. * For outbound interactions, notes provide the necessary background for effective follow-ups, callbacks, and lead nurturing. Note To use agent notes, this feature must be turned on by your admin. In some cases, you may be required to add a note before submitting a disposition. Where are you accessing RingCX? ## RingCX in the RingCentral app Taking agent notes in the RingCX in the RingCentral app ------------------------------------------------------- You can take notes using a disposition or a script, if your admin has enabled these options for your account. Note To add notes for a digital interaction, you can enter them in the [disposition](/content/rc-support/en_US/RingCentral/RingCX/Taking-notes-as-a-RingCX-agent/pills/ringcx-in-the-ringcentral-app.html#GUID-c3781222-1a34-47b4-b6ad-eadfc4e2db25-en_us_using-the-disposition "") after you resolve the interaction, if your admin has enabled this option in your [queue settings](https://support.ringcentral.com/article-v2/Configuring-digital-queue-settings.html?brand=RingCentral&product=RingCX&language=en_US ""). ### Taking notes using the disposition You can also take notes when you [disposition](https://support.ringcentral.com/article-v2/Dispositioning-a-call-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") a call or digital interaction, such as a chat. You can submit a disposition using the **Disposition** button in your call controls, in the window that pops up when you end an interaction, or in the disposition inserted into your script, if available. * While on a call, click **Disposition** on your call controls. * Under **Notes**, add your notes about the interaction. * Under **Disposition**, use the dropdown to select a disposition. * Submit the disposition and hangup. Note This screen may look different depending on your account's setup. ![Notes disposition](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/images/6-notes-disposition.png) ### Taking notes using a script If your admin has set up a script that includes a notes section, you can capture information about the interaction there. * While on a call, follow the script prompts until you reach the note entry field. * Enter your notes. * Save the note and proceed with the script flow. ![Enter your notes then click submit](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/topics/media/4-notes.png) Accessing agent notes in the RingCX in the RingCentral app ---------------------------------------------------------- Agent notes are saved directly to the interaction's history. This allows you, your supervisor, and your admin to review them later and get the history needed for any follow-ups. ### Accessing notes in your history * Click the **History** tab. * Select the interaction you want to access notes for. * To access notes you made during calls to leads in a campaign, scroll down to the **History** section, then click **Show history** . ![Show history button is highlighted](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/images/7-show-history.png) * The call notes, if available, will appear next to **Agent Notes** . ![Call notes will appear next to Agent Notes](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/images/8-agent-notes.png) * Notes that you made during a manual call connected to a campaign will appear in the right panel. If your manual call wasn't connected to a campaign, it won't appear in your call history. ![You can view the Notes that you made during a manual call](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/images/9-notes-manual-call.png) ## RingCX standalone Taking agent notes in the RingCX standalone app ----------------------------------------------- You can take notes using the call controls section, a disposition, or a script, if your admin has enabled these options for your account. Note To add notes for a digital interaction, you can enter them in the [disposition](#using-the-disposition "") after you resolve the interaction, if your admin has enabled this option in your [queue settings](https://support.ringcentral.com/article-v2/Configuring-digital-queue-settings.html?brand=RingCentral&product=RingCX&language=en_US ""). ### Taking notes using the call controls In your call controls, you'll see a note field below the phone number. You can take notes while on a call or after the call, before you submit the disposition. * Sign in to the [RingCX standalone app](https://ringcx.ringcentral.com/ ""). * Click the **Agent** tile. * Set up your [agent session](https://support.ringcentral.com/article-v2/Logging-in-to-the-RingCX-agent-interface.html?brand=RingCentral&product=RingCX&language=en_US&pills-nav=ringcx_in_the_ringcentral_app ""), if needed. * While on a call, enter your notes in the notes field. ![You can add your notes while on call](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/topics/media/1-notes-copy.png) * If you've already ended the call, you can add notes before submitting a disposition. ![Add your notes before submitting your disposition](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/topics/media/1b-notes-after-hangup.png) ### Taking notes using the disposition You can also take notes when you [disposition](https://support.ringcentral.com/article-v2/Dispositioning-a-call-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") a call or a digital interaction, such as a chat. You can submit a disposition using the **Disposition** button in your call controls, in the window that pops up when you end an interaction, or in the disposition inserted into your script, if available. * Click **Disposition** on your call controls. ![Disposition button](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/topics/media/2-disposition-icon.png) * Under **Notes**, add your notes about the interaction. * Under **Disposition** , use the dropdown to select a disposition. ![Choose Disposition from the dropdown options](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/topics/media/3-disposition-dropdown.png) * Click **Submit**. ### Taking notes using a script If your admin has set up a script that includes a notes section, you can capture information about the interaction there. * While on a call, follow the script prompts until you reach the note entry field. * Enter your notes. * Save the note and proceed with the script flow. ![Enter your notes then click submit](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/topics/media/4-notes.png) Accessing agent notes in the RingCX standalone app -------------------------------------------------- Agent notes are saved directly to the interaction's history. This allows you, your supervisor, and your admin to review them later and get the history needed for any follow-ups. ### Accessing notes in your history * In the left navigation bar, click the **History** tab. * Select the interaction you want to access notes for. * To access notes you made during calls to leads in a campaign, scroll down to the **History** section, then click **Show history** . ![Show History button is highlighted](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/images/image6b.png) * The call notes, if available, will appear next to **Agent Notes** . ![Call notes will appear next to Agent Notes](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/topics/media/5-agent-notes.png) * Notes that you made during a manual call connected to a campaign appear in the right panel. If your manual call wasn't connected to a campaign, it won't appear in your call history. ![You can able to view your Notes that you made during manual call](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Taking-notes-as-a-RingCX-agent/images/5-agent-notes-callbacks.png) ### Accessing notes in your callbacks * Click **Callbacks**. * Select a callback. * In the Lead details window that opens, click **History** . The note will appear in the **Lead history** section.