What is the recommended way to do customization in Reports?
We continue to move our agent experience to Agent Browser UI. From 20D onwards, newly created instances of B2C Service will no longer support Custom Scripts for Reports. New Implementations can utilize the rich Analytics library in Agent Browser UI Extensibility Framework to customize Reports. Using Extensions for custom report processing provides scalability, maintainability, and high performance that results in the improved agent experience. You can find more details on the various functions and events available in documentation for Analytics Extension.