Configuring employee notes

By default, the Notes column in agent and manager queues show a note icon. Users must select the icon to open the Employee Notes window and view or manage notes. If no notes exist, the column remains empty.

Administrators can configure the Notes column to show the most recently added note in the agent and manager queues. When enabled, the most recent note is shown directly in the Notes column. Selecting the displayed note opens the Employee Notes window. Employee notes are configured per population.

Only authorized users can add, update, and remove employee notes.

See Setting population privileges.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Populations.
  4. Select a population.
  5. On the Properties tab, scroll to the Employee Notes section and set the Display Most Recent to Yes to show the most recent note as a hyperlink, or No to show only the note icon.
  6. Click Update.
    Note: Employee notes are not included in exported reports.