Customer Context Gadget: Features

The Customer Context gadget is automatically enabled in your agent desktop when:

  • Your organization is entitled to use Context Service.

  • Cisco Finesse is registered with Context Service.

You can also enable the Enhanced Customer Context gadget. Use the Enhanced Customer Context gadget to manage customer, request, and activity information. When you answer a call, accept a chat message, or open a customer email, the Enhanced Customer Context gadget displays the activity and adds it to a request. If your phone, chat, or email application identifies the customer, the gadget also displays any available customer, request, and activity information. For more information, see Enable the Enhanced Customer Context Gadget for Teams in Cisco Finesse.

Enhanced Customer Context Gadget Overview

  • Customer Management Pane—Displays currently open customers and up to 10 recent customers. You can use the customer management pane to search for a customer or manually create a new customer. You can also hover over a customer in the customer management pane to view customer details. For more information on using the customer management pane, see Manually Create a Customer or Search for a Customer.

  • Customer Journey—Displays a collection of recorded interactions between the customer and your organization. Use the customer journey to provide context to customer requests. For more information on the customer journey, see View Customer Journey Information or Respond to a Request. You can also move activities within the customer journey. For more information, see Move an Activity

  • Customer Details—Identifies the customer and displays customer details, including the customer's name, email, and phone number. For more information, see Update Customer Information or Create a New Customer Record.

  • Request Details—Provides information on the customer's intent. Request details include the request name and a description of the customer issue. Context Service automatically closes each request 5 days after the request or any activities associated with the request are updated.

  • Activity Details—Provides information on a specific customer interaction. Activity details include the media type of the activity and the tags assigned to the activity. Because each specific activity can contain different fields, the activity details can vary between activities.


    Administrators can use Cisco Webex Control Hub to change which fields appear in an activity. For more information, see Manage Context Service Fields and Manage Context Service Fieldsets.

  • Comments—Provides additional information about a customer interaction. Comments are specific to each activity. For more information, see Add a Comment.

  • Add Request—Creates a new request. Create a new request to help customers with an issue that is unrelated to any of their current requests. For more information, see Create a New Request.

  • Move Activity—Moves the activity to a different customer. For more information, see Move an Activity.


Click links in the Customer Context gadget to open the link in a new tab. You can click links in the request, activity, or work item details even when the details are not editable.

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