Genesys Cloud - Main

Hi All,

I noticed recently that ANIs are redacted from the interaction list in Analytics. They still appear when you click into the interaction. However, we use the interaction list to identify caller geographics and repeat callers based on the ANIs. I looked through several recent release notes and did not find a change. Is there a setting or something I'm missing? I appreciate the help!

#Reporting/Analytics

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Dave Lottman
Workforce Manager
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Hello Dave,

There are a few places where this data can be redacted. The first place that you will want to check is in the Data Masking section. To check those settings:

1. Navigate to Menu > Analytics > Analytics Settings > Settings
2. Under Data Masking, uncheck: "Mask phone numbers and email addresses in Content Search, Dashboards, Interaction Views, Scheduled Callbacks, and Queue Activity Detail"
3. Select Save to apply the changes

Since you're specifically seeing the issue in the Analytics interaction list, the Analytics Data Masking setting is the one you'll want to adjust. This will restore your ability to identify caller geography and track repeat callers based on ANI directly from the interaction list view.

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Jason Kleitz
Online Community Manager/Moderator
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Hi Jason - 

Thanks for the reply. I took those steps, unchecked the box and saved. However, when I return to Analytics Settings, the box is checked again, and ANI is still masked in Interactions. I'd appreciate more guidance if possible. Thanks!

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Dave Lottman
Workforce Manager
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Original Message:
Sent: 07-17-2026 15:06
From: Jason Kleitz
Subject: ANI Redaction from Interaction list

Hello Dave,

There are a few places where this data can be redacted. The first place that you will want to check is in the Data Masking section. To check those settings:

1. Navigate to Menu > Analytics > Analytics Settings > Settings
2. Under Data Masking, uncheck: "Mask phone numbers and email addresses in Content Search, Dashboards, Interaction Views, Scheduled Callbacks, and Queue Activity Detail"
3. Select Save to apply the changes

Since you're specifically seeing the issue in the Analytics interaction list, the Analytics Data Masking setting is the one you'll want to adjust. This will restore your ability to identify caller geography and track repeat callers based on ANI directly from the interaction list view.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------