SAP Knowledge Base Article - Public

2890012 - Fields That Are Set to Visible in The Live Activity Center Are Not Displayed


You have made fields visible in the Live Activity Center, but they are not displayed consistently.


SAP Cloud for Customer - Service

Reproducing the Issue

Pre-Requisite: You have set the field (Example: Name) to visible in the Live Activity Center using Adaptation.

  1. Simulate an inbound call in the System. 
  2. Select the call in the Call Pop-Up that will bring you to the Live Activity Center. 

You see that the field Name is not displayed.


Certain fields are only displayed for certain scenarios.

The following fields are shown only for Inbound Calls:

  • Call From
  • Caller 
  • Number Dialed
  • Ticket ID  (Personalization hidden by default)
  • Account ID (Personalization hidden by default)
  • SerialNo (Personalization hidden by default)
  • External Original ID (Personalization hidden by default)
  • External ID (Personalization hidden by default)
  • Custom 1 (Personalization hidden by default)
  • Custom 2 (Personalization hidden by default)
  • Custom 3 (Personalization hidden by default)
  • Custom 4 (Personalization hidden by default)

The following fields are only shown for Outbound Calls:

  • Call To 
  • Callee 
  • Call Source (Personalization hidden by default)

The following fields are shown for Inbound and Outbound Calls:

  • SubjectName 
  • Linked Ticket ID
  • Event Type (Personalization hidden by default)
  • Interaction Type (Personalization hidden by default)

The following fields are only shown for Inbound Chat:

  • Chat from
  • Name

The following field is only shown for Inbound E-Mail through CTI:

  • E-Mail From 


Live Activity Center Fields Displayed Shown Adaptation Personalisation Personalization Visible , KBA , LOD-CRM-LA , Live Activity , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions