Symptom
- When inbound calls arrive, the details are opening in the new tab (live session) for each call
- User don't need the Live Session and/or Customer Hub tabs
- Some users may find the extra tabs unnecessary, contributing to increased Average Handling Time (AHT) and would like these from opening
Environment
- SAP Service Cloud
- Live Activity
- SAP Cloud for Customer
Reproducing the Issue
- Accept a call
- UI will open the Live Session tab or the Customer Hub
Cause
Configuration
Resolution
- If your business does not want the Live Session and Customer hub to show up, when using the Fiori layout, then administrators can turn these off with the following steps:
- Go to Administrator
- Service and Social
- Live Activity Configuration
- Ensure the following flags are set to No
- Open Caller Detail View
- Open Customer Hub
- Live Session Tabs
Keywords
Extra tabs, Live Activity , KBA , LOD-CRM-LA , Live Activity , Problem
Product
SAP Cloud for Customer core applications 2308