3208474 - When using the Agent Desktop and a Chat interaction arrives to C4C, the chat activity is not created in the Activities Work Center

• You are using the Agent Desktop (Service Agent Console) integrated with a CTI that has chat channel capabilities
• After a chat interaction is completed, you noticed that there is no activity generated under the Activities Work Center
• However, for systems using the Live Activity, this chat activity is captured

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

1. Connect to C4C
2. Inbound chat interaction arrives and it is accepted
3. End the chat session
4. Go to "Activities" -> Chats

• The system is working as designed
• Since the Agent Desktop (AD) uses a different logic to capture information, the AD will not create Chat Activities under Activities WC, unlike with phone calls
• In the cases where the Live Activity (LA) scenario is used, then such chat activities will be captured

• Use the Agent Desktop -> Customer Hub -> Timeline to view the chat interaction(s)
• Restrict access to the "COD_CHAT_WCVIEW" via the Business Role
1. Go to "Administrator" -> "General Settings" -> "Business Role"
2. Search for the business role assigned to the user(s) and go to "Work Center and View Assignments"
3. Search for COD_ACTIVITIES and scroll down until "COD_CHAT_WCVIEW" is found, then un-check the flag and save
   

• Service Agent Console
• Agent Desktop FAQ

Chat activity, AD, Service Agent Console, COD_ACTIVITIES , KBA , LOD-CRM-LA , Live Activity , Problem