---
title: "Call notes"
slug: "call-notes"
description: "Agents can add notes about a call in the Agent Panel or Workspace during a call or during after call work. The note is saved in the Call Details Record."
tags: ["CDR", "Agent Panel", "Call notes", "notes"]
updated: 2026-02-05T10:21:48Z
published: 2026-02-05T10:21:48Z
canonical: "docs.voiso.com/call-notes"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call notes

**Who should read this article**: Administrators, Supervisors

Agents can add notes about a call in the Agent Panel or Workspace during a call or during after call work. The note is saved in the Call Details Record.

## Introduction

The [wrap-up code](/v1/docs/administration-wrap-up-codes) and [call recording](/v1/docs/recording-call-recording) are not always enough information to convey the outcome of a call. The **Call notes** feature enables agents to record salient information about a conversation that provide insight for agents when calling the contact back or for supervisors to review call details without having to read through a [transcript](/v1/docs/speech-analytics).

Note

Once the Call Notes feature is enabled for your contact center, it becomes available to agents in **Agent Panel** *during* a call by clicking the **Notes** button, or after a call if [After Call Work is enabled](/v1/docs/call-notes#enabling-call-notes).

**Note:** depending on the number of call features enabled in **Agent Panel**, the **Notes** button might be "hidden" under the **More…** button.

If an agent ends a call *before* the call connects, it is not possible to leave a call note unless after call work activities are enabled and there is at least one wrap-up code configured in your contact center.

## Enabling Call notes

To enable call notes, first ask Voiso support to activate the feature for your contact center, then enable After Call Work in **System settings**. Next, grant call notes access to agents either through **Security Access Groups** or user profile permissions, depending on your configuration. Finally, create wrap-up codes and wrap-up code groups and assign them to the teams that will use call notes.

### Prerequisites

- One or more Agent [Users](/v1/docs/users-users) in your contact center with WebRTC or Omnichannel access enabled.
- One or more [Teams](/v1/docs/users-teams) with the Agent user(s) assigned.

### Procedure

Follow these steps to assign the call notes feature to an Agent:

1. From the Voiso navigation bar, select **Administration > System settings**.
2. Click the **Contact center** tab then select **Enable After Call Work activities and wrap-up codes**.
3. Click **Save**.
4. Enable the call notes feature for Agents:
  1. **For contact centers using security access groups**:
    1. From the Voiso navigation bar, select **Administration > Security Access Groups**.
    2. Open a [security access group](/v1/docs/adminstration-security-access-groups).
    3. Scroll down to the **Outbound** section.
    4. Enable **Enable Call Notes in WebRTC**.
    5. Click **Save**.
  2. **For contact centers *not* using security access groups**:
    1. Contact your Voiso representative to request that call notes be enabled for your contact center.
    2. In the [user profile](/v1/docs/basic-user-roles), scroll down to the **Permissions** section and select **Call Notes Enabled**.
5. (Optional — if you want to make the after call work stage mandatory) Create at least one [Wrap-up code](/v1/docs/administration-wrap-up-codes#creating-wrap-up-codes) for your contact center:
  1. Navigate to **Administration > Wrap-up codes**.
  2. Select the **Wrap-up codes** tab.
  3. Click **Add Wrap-up code**, name the wrap-up code and give it a code number.
  4. Click **Save** .
6. (Optional — if you want to make the after call work stage mandatory) Create at least one [Wrap-up code group](/v1/docs/administration-wrap-up-codes#wrap-up-code-groups) for your contact center.
  1. Navigate to **Administration > Wrap-up codes**.
  2. Select the **Wrap-up code groups** tab.
  3. Click **Add wrap-up code group** then name the group.
  4. In the **Assigned wrap-up codes** section, click **Manage**, then in the **Wrap-up codes assignment** panel, select one or more wrap-up codes and click **Assign**.
  5. In the **Assigned teams** section, click **Manage**, then in the **Teams assignment** panel, select one or more teams and click **Assign**.
  6. Click **Save**.

## Using Call notes

Users with the Call notes feature enabled have the **Notes** button availble in the call controls.

![Call Notes Using Call Notes In Agent Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Call%20Notes%20Using%20Call%20Notes%20In%20Agent%20Panel.gif)

To use the Call notes feature, follow these steps:

1. During a phone call, click the **Notes** button in the call controls page.
2. Enter your notes in the **Notes** page.
3. Click **Back** to return to the call controls page.
4. If **After Call Work** is mandatory in your contact center, then after the call ends, during the **After Call Work** stage, the **Notes** page displays again. Add or edit your notes.
5. Click **Next** to save your notes.
6. Select a wrap-up code.

## Reviewing Call notes

Administrators and supervisors can access call notes by using the **[Call Detail Records](/v1/docs/reporting-cdr)** page. To view a call note, follow these steps:

1. From the Voiso navigation bar, select **Reporting > Call Detail Records**.
2. Find a call record.
3. Click the call to display the **Call details** view.
4. The call note is displayed in the **Notes** section.
5. If you [export call detail records](/v1/docs/reporting-cdr#csv-export) as a CSV, the call notes are available in the **Call notes** record field.

![Call Notes In CDR](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Call%20Notes%20In%20CDR.png)

## Related

- [Agent Panel](/agent-panel.md)
- [Call Detail Records overview](/reporting-cdr.md)
- [Using Call Detail Records to monitor interactions](/supervisor-workflows-using-the-cdr.md)
- [Security Access Groups](/administration-security-access-groups.md)
- [Wrap-up codes](/administration-wrap-up-codes.md)