Recording all communications & reporting on communication frequency

It would be great if SC+ could record arbitrary communications with customers, with an indication of whether it was an incoming or outgoing communication. This would allow us to keep track of whether our support reps are communicating with our customers frequently enough.

At the moment SC+ records incoming and outgoing emails, and we encourage reps to use the notes to record phone calls or remote control sessions. We cannot police if the customer is calling us or if we are calling the customer. It would be excellent if a note had a extendable "type" field to record what sort of communication is being recorded such as "work note", "call in", "call out", "remote control session". Each type would need a "direction" property to indicate if the communication was incoming from the customer, outgoing to the customer, or internal (e.g. the result of talking to someone at the next desk).

We would then be able to report on how often our support reps are contacting the customer.