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.,

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

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