SAP Knowledge Base Article - Public

3369996 - Analytics: Data source for CTI channel activities such as Phone Call & Chat when using Live Activity or Agent Desktop (Add-on) in C4C


  • You are using a CTI integration with either Live Activity or Agent Desktop (Add-On)
  • Your business wants to understand if it is possible to create Analytics reports based on activities such as Chat or Phone, which are handled via the integration


  • SAP Service Cloud
  • SAP Sales Cloud
  • Agent Desktop (Add-on)
  • Live Activity


  • See "SAP Cloud for Customer Analytics Guide"
  • For the related "Data Source" required, please use the following:
    1. Under Business Analytics, select "Design Data Sources"
    2. Under Data Source Name, filter by All Activities, select any source like "All Activities", then "Preview"
    3. Under Selection, navigate to "Activity Type" and add 86;1976 (Phone Call and Chat)
    4. Run Data Source


KBA , LOD-CRM-LA , Live Activity , LOD-CRM-SBS-AC , Agent Console Add-on , Problem


SAP Cloud for Customer core applications 2308