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Genesys Cloud – Analytics tables drill-in behavior accessibility improvements

Announced on
(YYYY-MM-DD)		Effective date
(YYYY-MM-DD)		Aha! idea
2026-03-09 - -

In a future release, Genesys Cloud will update drill-in behavior in analytics tables as part of accessibility improvements to the analytics data table.

Today, many analytics tables allow users to open a detail view by clicking anywhere on a row. After this update, users will no longer open detail views by clicking a row. Instead, Genesys Cloud will provide explicit hyperlinks in specific columns to support accessible and predictable navigation.

What is changing

Interaction views – open interaction detail

For interaction-based tables, Genesys Cloud will provide a single, consistent entry point to interaction detail:

  • Conversation ID is pinned on the far left next to the media type icon
  • Conversation ID appears as a hyperlink that opens interaction detail
  • Row click is removed – clicking the row no longer opens details

This change applies to:

  • Interactions
  • Queue Interactions
  • Agent Interactions
  • Campaign Interactions
  • My Interactions
  • Content Search
  • Content Exploration – limited availability
  • Scheduled Callbacks

Interval-based views – drill in by interval

For interval-based detail tables:

  • Interval appears as a hyperlink
  • Row click is removed
  • Clicking the interval link drills into the same view scoped to that interval

This change applies to:

  • Agent Performance detail
  • Agent Status detail
  • Agent Workitem detail
  • Agent Wrap-up interval detail
  • Campaign Performance detail
  • DNIS Performance detail
  • Queue Performance detail
  • Abandon Insights
  • Queue Workitem detail
  • Flow Outcomes Interval detail
  • Flow Milestones Interval detail
  • Blocked Offer Constraints Interval detail
  • Bot Performance detail
  • Data Actions Performance detail
  • My Performance
  • My Statuses
  • Email Agent Performance detail
  • Email Queue Performance detail
  • Message Agent Performance detail
  • Message Queue Performance detail

Why we are making this change

Genesys Cloud is making this update to support the accessibility-compliant data table implementation. The new behavior improves compatibility with assistive technologies, such as screen readers, and provides predictable keyboard navigation. By replacing row click with explicit links, the interface offers a clear and consistent way to access detail views.

What you need to do

No action is required.

To drill in:

  • For interaction drill-ins – click the Conversation ID link
  • For interval drill-ins – click the Interval link

Genesys Cloud will roll out this update as part of an upcoming analytics UI update when accessibility improvements are enabled.