Hello Malak,
If you want to see the detailed information on how to customize the action box, see the SAP Library under Logistics→ Customer Service (CS) → Customer Interaction Center.
You can also start calls in the CIC navigation area .
Once you have created the action box configuration profile, include it in your CIC profiles using the component profile type ACTION_BOX_CONFIGURATION_SLIM or ACTION_BOX_CONFIGURATION. Also include the component ABOX_SLIM or ACTION_BOX in the framework you are using.
Regards,
Ritika
