See how you can add a customer Tracking No. field to the interaction record in Interaction Center WebClient in two steps. You can use this process to add any extra field to the interaction record to suit your business requirements.
Easy Enhancement Workbench (EEW) allows you to enhance the data model for your business partners through the use of extensions. You use extensions to add new fields or tables. In the extension, you select the business transaction types for which the system should add the new field. EEW generates the user interface extensions for SAPGUI and People-Centric UI.