SAP Knowledge Base Article - Public

3391336 - While using the Fiori layout in Live Activity, call details would be opened in the Live Session and Customer Hub tabs


  • 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


  • SAP Service Cloud
  • Live Activity
  • SAP Cloud for Customer

Reproducing the Issue

  1. Accept a call
  2. UI will open the Live Session tab or the Customer Hub




  • 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:
    1. Go to Administrator
    2. Service and Social
    3. Live Activity Configuration
    4. Ensure the following flags are set to No
      • Open Caller Detail View
      • Open Customer Hub
      • Live Session Tabs


Extra tabs, Live Activity , KBA , LOD-CRM-LA , Live Activity , Problem


SAP Cloud for Customer core applications 2308