User Guide

30 Cisco Unified Web and E-Mail Interaction Manager Agent’s Guide
 Audit
 Knowledge Base
 Classify
 The Links section is available to only the 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.
A sample Information pane
From the Information pane, you can view details of the following business objects.
 Activity body and details
 Audit information of activities
 Case details
 Customer information and customer history
You can also do the following:
1. Change priority of activities
2. Change severity of cases
3. Change due date of activities and cases
4. Create new cases and change cases of activities
5. Close cases
6. Print cases and activities details
7. Change preferred agent of customer