Genesys Cloud - Main

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.

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!

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.

Hi Dave,

Just to help narrow this down - when you uncheck the box and save, does the setting revert back to checked immediately when you revisit the page, or does it save correctly but the ANI remains masked in the Interactions view regardless?

Hope this helps!

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!

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.

Hi,

It reverts back immediately when the page is revisited.

Hi Dave,

Just to help narrow this down - when you uncheck the box and save, does the setting revert back to checked immediately when you revisit the page, or does it save correctly but the ANI remains masked in the Interactions view regardless?

Hope this helps!

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!

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.