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Documentation for Supported Features in Browser User Interface
Answer ID 8173   |   Last Review Date 07/28/2020

What features are supported by the Browser User Interface?

Below is a listing of both supported and unsupported features for Browser UI.  A link is provided for each section where additional information is available.  The Agent Browser User Interface is only supported for the last five (5) Oracle Service Cloud releases for all customers.

Note: Links for additional information will become active as they become available.


Core Runtime Features


Currently Unsupported Features
 All Admin UIs
•  Integrating with Oracle Applications (Accelerators)
  Login UI Customizations/Help
  Outlook Integration


Service and Dynamic Agent Desktop


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
  • Chat for Agents
    •  Automatic Contact Match for Each Chat Engagement
    •  Automatic Incident Creation (From a Chat)
    •  BUI Chat Agents can be Monitored by Supervisors using the Enhanced Console
    •  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

    Currently Unsupported Features
    •  Chat for Agents
       - Co-browse
       - Incident Creation Options
       - Real-Time (real time) Chat Dashboards & Analytics
       - SmartAssistant
       - Undocking Chat Sessions
       - Universal Channel Control (CTI integration)

    •  Chat for Supervisors
       - Real-Time (realtime) Chat Dashboards & Analytics
       - Some Administration Configuration related to Chat


Co-browse

  • Co-browse on an incident workspace

    Currently Unsupported Features
    • 
    Co-browse on a chat workspace is not supported
    •  Co-browse session reporting is not supported


Knowledge Advanced

  • Adhoc search
  • Authoring
  • Favorite list
  • Linked list
  • Multi-lingual search
  • Recommended answers

    Currently Unsupported Features
    • 
     Content Recommendation
     Document Rating
     Knowledge Tool window
     Search Facets
     Subscription 


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