User Guide

22 Cisco Unified Web and E-Mail Interaction Manager Agent’s Guide
Reply Pane
The Agent Console has a comprehensive set of tools to help you easily respond to customer queries. This pane
changes based on the type of activity on which you are working. The Reply pane usually includes the following
toolbar buttons.
Use To
Case button Get information about the case to which the selected activity belongs.
Activity button View the content of the selected activity. Attachments and headers are
also displayed. Also view the field properties of the activity such as the
activity ID, the case ID, the priority of the activity, and the date by which
the activity should be completed.
Customer button Get details about the customer associated with the selected activity.
History button Get information about all the activities and cases associated with the
customer.
Audit button Generate an audit report to know about the actions performed on the
selected activity.
KB button Access articles stored in the knowledge base.
Classify button Associate classifications such as categories and resolution codes with
the selected activity.
Links button Access external applications and databases.
Cobrowse button Share a web page with customers. This button is enabled only when a
Chat activity is selected.
Use To
Save button Save a draft of the email.
Attachments button Attach a file to the reply
Reply menu Select the type of reply to be sent. Reply types are Reply, Reply to all,
Forward and Redirect.
Send and Complete button Send and complete the activity with a single click.
Send button Send the reply
Complete button Complete the activity.
More button Perform less frequently performed functions like:
 Notes: Add a note to an activity, case or customer.
 Transfer: Transfer an activity to another queue or user, based on
permissions.