Take Notes During a Chat

Take notes during a chat contact to improve recall and future interactions with the customer. To take notes during a chat, follow these steps.

For help using or troubleshooting the Oracle Service Cloud product, see Oracle's Documentation for Oracle Service Cloud Products.

1. If you are currently handling multiple chats, click the chat control panel of the chat for which you want to take notes. This makes the chat Active and pauses the others.

2. Hover your cursor over the arrow in the colored part of the chat control panel and then click the Notes icon.

   

   

3. Click the Notes tab and write your notes in the white space.

   

4. Use the Who drop-down to select any associated individuals, such as a contact or a supervisor, and the What drop-down to select any associated accounts, cases, or opportunities.

   When mapping NICE inContact variables to Oralce fields through the NICE inContact Agent Settings to any Oracle object, other than a task, you must select the appropriate Oracle object in the What field in order for the mapped variables to populate. For example, if a case object is setup in the NICE inContact Agent for Oracle Service Cloud Settings with variables configured to populate fields in the case, (such as a Contact ID,) the user must make sure he or she has the correct case selected in the What field.

5. When done writing notes, click the X on the right side of the Notes tab. NICE inContact Agent for Oracle Service Cloud saves your notes and closes the window.