User Guide

20 Cisco Unified Web and E-Mail Interaction Manager Agent’s Guide

Information Pane

The Information pane provides details about the activity selected in the inbox. In this pane, you can add new

customers, generate audit reports, view and share web pages with customers, and access links to external

databases. The KB section provides access to the articles in the common Knowledge Base.

The system consists of 11 predefined information pane sections. Out of them, eight are available to all agents and

three are available to agents with specific licenses.

 The following sections are available to all agents.

 Activity (details and body)

 Case (details)

 Customer

 History (of customer)

 Audit

 KB (Knowledge Base)

 Classify

 The Links section is available only to agents with the Data Adapter license.

 The Cobrowse section is available only to agents with the Unified WIM license.

The order and number of these sections can be different based on how your administrator has configured the

system. Custom sections may also be available.

Pull Chat button Pull the next chat activity.

This button is available only if you have been assigned the Chat license

and work on chat type activities.

Transfer button Transfer a selected activity.

You may be able to transfer the activity to another department, queue, or

user, depending on the permissions that you have been given by the

administrator.

This button is not shown when a My Folders folder is selected in the

inbox tree.

Set Status button Change the status of the selected activity. Select from Pending, In Wrap-

up, In Progress, or Complete.

This button is not shown when a My Folders folder is selected in the

inbox tree.

More button Perform less frequently performed functions like:

 Configure Availability: Open the Availability Setting window to select

the activities that you are available to handle.

 Notes: Open the Notes window to manage internal notes that are

attached to activities, cases and customers.

 Pin/Unpin: Pin or unpin activities.

 Delete Reference: Delete selected activity shortcuts. This item is

shown in the More button only when a My Folders folder is selected

in the inbox tree.

Use