Adding a private note through the chat workspace
I will start off by giving a bit of background - below is the workflow of our chat agents:
- A new associated incident is being created and opened at the beginning of the chat
- Once the chat is completed, the agent switches to the incident (using a child tab) and logs the inquiry using a few incident fields, e.g. queue, status, disposition. The agent also adds a private note to describe/summarize the inquiry
- I will also mention that we are using a Text Box control inside the chat WS that the agents use to log the inquiry while the chat is still ongoing.