Currently Unsupported Features
•  Most Admin UIs and Explorers
•  Integrating with Oracle Applications (Accelerators)
•  Outlook Integration

Service and Dynamic Agent Desktop

• Object Types
  •  Answers  
  •  Assets  
  •  Contacts
  •  Custom Objects
  •  Incidents
  •  Interaction Chat 
  •  Opportunities 
  •  Organizations
  •  Tasks
• Workspace Elements
  •  Controls
  •  Custom Fields
  •  Fields
  •  Labels
  •  Relationship Items
• Workspace Rules
• Agent Scripts
• Channels
• Desktop Workflows
• Multi Edit
• Product Linking
• Guided Assistance

• Currently Unsupported Features
  • Undocking Windows

Analytics

The following runtime features are supported for reports that are configured with these features in the Agent Desktop report designer:

• High Level Functionality Support
• Calculations
• ChartsInline Gauges
  •  3 new inline gauge styles for November 2016
  •  31 of 37 chart types supported
• Data Types supported (details)
  •  All Supported for columns
  •  Most supported for filters 
• Formatting
  •  Color Schemes
  •  Column Widths (best fit, percentage and pixel)
  •  Conditional Formatting
  •  Exception Based Formatting
  •  Report and Chart Styles
  •  Report Widths (best fit, percentage and pixel)
• Record Commands for supported object types
• Report Linking/Drill Downs
• Report Options
• Rollups
• Show/Hide Columns
  •  Change column visibility at runtime
  •  Column visibility configured in report  
• Slicing
• Sorting
  •  Change Sorting at runtime
  •  Sorting configured in report 

• Chat for Agents
  •  Automatic Contact Match for Each Chat Engagement
  •  Automatic Incident Creation (From a Chat)
  •  BUI Chat Agents can be Monitored by Supervisors
  •  Chat Agent Options (Partially supported in May 2020. Please see BUI Chat Workspace for details.)
  •  Guided Assistance
  •  Handling a Chat (Includes Multi-Chat Support)
  •  Interaction Workspace for Each Chat Engagement (replaces Chat Workspace concept in .Net)
  •  Knowledge Integration
  •  Login to Chat
  •  Masking (if Configured)
  •  Off the Record (If Configured)
  •  Page Peek
  •  Render Text as HTML
  •  Rich Text
  •  Send & Receive Attachments
  •  Spell Check (Uses Browser)
  •  Standard Text
  •  Status Management (Available/Unavailable)
  •  Transfer & Conference
  •  Visitor Browser History
   
• Chat for Supervisors
  • Customizable Interaction Workspace
  • Joining a Monitored Chat Session from within the Browser User Interface
  • Monitoring a Chat Session from within the Browser User Interface
  • Private Messaging an Agent within a Monitored Chat Session from within the Browser User Interface
  • Real-Time (real time) Chat Dashboards & Analytics (Note this functionality is currently not GA. To enable this on your site please open an SR here Ask Technical Support)

• Currently Unsupported Features
  •  Chat for Agents
     -  SmartAssistant
     -  Configuring the Toast Notification
     - Some Communication Center preferences, more details are here Answer ID 9010: Browser UI Core Runtime Features
     - Undocking Chat Sessions
     - Universal Channel Control (CTI integration)
  
  •  Chat for Supervisors
     - Some Administration Configuration related to Chat

Co-browse

• Co-browse on the incident and interaction workspaces
  
  Currently Unsupported Features
  •  Co-browse session reporting is not supported

Knowledge Advanced

• Adhoc search
• Authoring
• Favorite list
• Linked list
• Multi-lingual search
• Recommended answers
• Answer versioning
  
  Currently Unsupported Features
  •  Content Recommendation
  •  Document Rating
  •  Knowledge Tool window
  •  Search Facets
  •  Subscription 

Outreach and Feedback are not supported