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  • 1.  ANI and DNIS obscured in my "My Interactions" view

    Posted 03-13-2023 17:50

    I've just noticed that the ANI and DNIS are obscured in my "My Interactions" view. Can someone tell me why this is the case and how to enable the presentation of these two fields.

    With thanks
    Mark


    #Reporting/Analytics
    #SystemAdministration

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    Mark Goldsmith
    NTT Australia
    https://www.global.ntt/
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  • 2.  RE: ANI and DNIS obscured in my "My Interactions" view

    Posted 03-16-2023 20:17

    For those who find this question in the future, below is the response from Genesys Care:

    Thank you for checking on those settings. Apparently this is actually a limitation of the My Interactions view. I was able to find a dev case about this view specifically where the function of this view purposefully does not grant agents this information. If they need this more sensitive information, the recommendation is to retrieve it in the Interactions view.

    It looks like there is an enhancement request though that already exists on our Ideas Lab to correct this: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1228



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    Mark Goldsmith
    NTT Australia
    https://www.global.ntt/
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  • 3.  RE: ANI and DNIS obscured in my "My Interactions" view

    Posted 04-26-2023 09:23
    Edited by Devanand Gawande 04-26-2023 09:58

    I am also facing same issue with one of our Org, but the weird thing is the other Org is showing the DNIS as well as ANI under Performance> Interactions. 

    I used below given API with appropriate piiMaskingEnabled flag to disable the masking for ANI and DNIS.


    PATCH /api/v2/analytics/reporting/settings { "piiMaskingEnabled": true }



    Thanks in advance.

    Regards,
    Dev



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    Devanand Gawande
    Capgemini Brasil
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  • 4.  RE: ANI and DNIS obscured in my "My Interactions" view

    Posted 10-17-2023 13:23

    noticed same issue under my interactions however the PATCH API seems to make no difference

    Also tried the

    {"myInteractionsPiiMaskingEnabled":false}

    setting. Remains masked.

    Agents need to see the ANI (and DNIS)



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    Simon Brown
    Maintel Europe Limited
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  • 5.  RE: ANI and DNIS obscured in my "My Interactions" view

    NEW MEMBER
    Posted 15 days ago

    I'm having exactly the same wish. I would like to see if desired the ANI and DNIS for My Interactions.

    Thank you.

    .



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    Enrique Waizel
    Westland Insurance Group Ltd.
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  • 6.  RE: ANI and DNIS obscured in my "My Interactions" view

    Posted 14 days ago

    Hi Enrique

    Actually this is now configurable on your Admin > Contact Center > Analytics 



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    Ernest John Nuque
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