Genesys Cloud CX

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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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    Original Message


  • 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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    Original Message


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