Viewing ribbon information in the contextual side panel

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Customer service agents can view ribbon information in the contextual side panel in CSM Configurable Workspace.

    Click the Record information icon (Record information icon.) in the contextual side panel to view ribbon information.

    Agents can see the following information:
    • Case overview: Displays an overview of the case details, including the case priority and state.
    • Customer 360: Displays customer information such as the contact or consumer name, email address, and phone numbers.
    • Timeline: Displays a chronological summary of case activities, including case state changes and interactions between the agent and the customer. It also shows how much time that the agent and customer spent on the case.
    • SLAs: Displays active SLAs for the case, including time remaining, the SLA state, and any breaches.