SAP Knowledge Base Article - Public

3202051 - Running Live Activity and Agent Desktop together in the same Tenant


  • You are trying to run Live Activity and Agent Desktop in the same tenant 
  • Are theses scenarios possible and supported?

    Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


  • SAP Cloud for Service
  • SAP Cloud for Customer
  • SAP Cloud for Sales


  • Although it is technically possible to run the Agent Desktop and the Live Activity (side by side) via Business roles, such scenarios are not recommended and/or supported.
    • For example, one Role to be used for agents that want to use Live Activity and another to use the Agent Desktop
    • The above approach done via Business Roles -> Work Center and View Assignments -> COD_SEOD_AGENT_QUEUE_WCF as seen in the below example:
  • Per the "Agent FAQ" documentation:
    • You can use only one integration to an external communication system provider in your solution.
    • If you want to use Service Agent Console add-on for SAP Service Cloud, you need to disable Live Activity.
    • Only one integration scenario for an external communication system provider is possible in your solution.
    • We recommend against switching back to live activity once agent desktop has been activated and used because of possible data issues.
    • For example:
      • activity documents may not appear in the customer hub timeline
      • CTI local adapter is not supported with Agent Desktop (simulating calls would not work)
  • The solution was not designed to co-exist, since these two would be competing 
  • Some side effects could be:
    • Data discrepancies
    • Reporting issues
    • Live interaction routing issues
    • And etc.,

See Also

  • Agent FAQ
  • 3150613 - Live Activity Stopped Working After Enabling Agent Desktop


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