Viewing employee notes from the agent queue

  1. In Case Management, select Agent Queue.
  2. Select a report.
  3. Locate the Notes column for a case.

    If the Display Most Recent setting is enabled, the column shows the most recent employee note as a hyperlink. Click the link to open the Employee Notes window and view the rest of the notes.

    If the Display Most Recent setting is disabled, the Notes column shows the standard note icon.

    Note: In the Employee Notes window, authorized users can add, update, and remove notes.