User Guide

52 Cisco Unified Web and E-Mail Interaction Manager Agent’s Guide
You can set the severity level as low, medium, high, or urgent.
Change severity of a case
3. Click the Save button.
Transferring Cases
To transfer a case:
1. In the Information pane, go to the Case section.
2. In the Case section, in the Owner field, click the Assistance button.
Select a user
3. In the Case Transfer window, from the list of users, select the user to whom you want to transfer the case.
By default, the owner of a case is the person to whom the new case (and its first activity) was first assigned.
For all Unified CCE (integrated) activities, the owner field is not updated by the application.
4. Click the Save button.