That is a good thing, but that's also just a training gap - I worked with tech support agents for years in gigantic settings and taking notes while you take an action is difficult to train but yields tangible results, clarity from the agent on what they are doing step by step, and builds a shared method of documenting things that importantly focuses on the important details and doesn't miss a piece which may be considered trivial by an outsider but (for instance) defines SOP for call escalation and the like.