Hi

Is there a way to mask PII related info (Participant Data) in Chat Log that is generated in 'Interaction View' for a Webchat implementation? I currently have a recording policy set up for Chat media type but regardless of the policy being enabled or not, all the PII info is displayed in the Chat Log. I don't currently have an Encryption Key enabled. Would enabling it also result in masking of PII related Participant Data within the Chat Log? I understand the Encryption Keys are designed to safeguard voice & digital interaction (Chat, Email etc) recordings. Will it also help with masking or preventing secure, PII related data from appearing in Chat Logs? If not then how to do about hiding/masking participant data in Chat Logs?

Thanks,
#DigitalChannels
#Reporting/Analytics
#Security

------------------------------
Farhan
------------------------------

All recordings, including chat and Email are stored with 256-bit SHA encryption based on a 3072-bit encryption key.  That is pretty strong stuff.  As for chat, if you enable PCI, the system will automatically use filtering to prevent the transmission of credit card numbers between users and agents in internal chat, web chat, email, and messaging.  That is only CC numbers, but a start.  Future releases will be looking at configuration of this filtering, but you need to add votes to the ideas on AHA.  

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 06-01-2021 13:24
From: Farhan Chaudry
Subject: PII Data Encryption in Chat Logs

Hi

Is there a way to mask PII related info (Participant Data) in Chat Log that is generated in 'Interaction View' for a Webchat implementation? I currently have a recording policy set up for Chat media type but regardless of the policy being enabled or not, all the PII info is displayed in the Chat Log. I don't currently have an Encryption Key enabled. Would enabling it also result in masking of PII related Participant Data within the Chat Log? I understand the Encryption Keys are designed to safeguard voice & digital interaction (Chat, Email etc) recordings. Will it also help with masking or preventing secure, PII related data from appearing in Chat Logs? If not then how to do about hiding/masking participant data in Chat Logs?

Thanks,
#DigitalChannels
#Reporting/Analytics
#Security

------------------------------
Farhan
------------------------------

Hi Robert

Thanks for the response. Filtration of other aspects of sensitive data would certainly be helpful. Will check the lab to see if this currently is in scope or can be added. 

Thanks,


------------------------------
Farhan C
Voxai Solutions Inc.
------------------------------

Original Message:
Sent: 06-01-2021 23:39
From: Robert Wakefield-Carl
Subject: PII Data Encryption in Chat Logs

All recordings, including chat and Email are stored with 256-bit SHA encryption based on a 3072-bit encryption key.  That is pretty strong stuff.  As for chat, if you enable PCI, the system will automatically use filtering to prevent the transmission of credit card numbers between users and agents in internal chat, web chat, email, and messaging.  That is only CC numbers, but a start.  Future releases will be looking at configuration of this filtering, but you need to add votes to the ideas on AHA.  

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 06-01-2021 13:24
From: Farhan Chaudry
Subject: PII Data Encryption in Chat Logs

Hi

Is there a way to mask PII related info (Participant Data) in Chat Log that is generated in 'Interaction View' for a Webchat implementation? I currently have a recording policy set up for Chat media type but regardless of the policy being enabled or not, all the PII info is displayed in the Chat Log. I don't currently have an Encryption Key enabled. Would enabling it also result in masking of PII related Participant Data within the Chat Log? I understand the Encryption Keys are designed to safeguard voice & digital interaction (Chat, Email etc) recordings. Will it also help with masking or preventing secure, PII related data from appearing in Chat Logs? If not then how to do about hiding/masking participant data in Chat Logs?

Thanks,
#DigitalChannels
#Reporting/Analytics
#Security

------------------------------
Farhan
------------------------------

There are several ideas for this, but this one is accepted:  https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-675


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 06-03-2021 15:05
From: Farhan C
Subject: PII Data Encryption in Chat Logs

Hi Robert

Thanks for the response. Filtration of other aspects of sensitive data would certainly be helpful. Will check the lab to see if this currently is in scope or can be added.

Thanks,


------------------------------
Farhan C
Voxai Solutions Inc.

Original Message:
Sent: 06-01-2021 23:39
From: Robert Wakefield-Carl
Subject: PII Data Encryption in Chat Logs

All recordings, including chat and Email are stored with 256-bit SHA encryption based on a 3072-bit encryption key.  That is pretty strong stuff.  As for chat, if you enable PCI, the system will automatically use filtering to prevent the transmission of credit card numbers between users and agents in internal chat, web chat, email, and messaging.  That is only CC numbers, but a start.  Future releases will be looking at configuration of this filtering, but you need to add votes to the ideas on AHA.  

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 06-01-2021 13:24
From: Farhan Chaudry
Subject: PII Data Encryption in Chat Logs

Hi

Is there a way to mask PII related info (Participant Data) in Chat Log that is generated in 'Interaction View' for a Webchat implementation? I currently have a recording policy set up for Chat media type but regardless of the policy being enabled or not, all the PII info is displayed in the Chat Log. I don't currently have an Encryption Key enabled. Would enabling it also result in masking of PII related Participant Data within the Chat Log? I understand the Encryption Keys are designed to safeguard voice & digital interaction (Chat, Email etc) recordings. Will it also help with masking or preventing secure, PII related data from appearing in Chat Logs? If not then how to do about hiding/masking participant data in Chat Logs?

Thanks,
#DigitalChannels
#Reporting/Analytics
#Security

------------------------------
Farhan
------------------------------

I had voted for a different idea actually as there are a few PII related ones but just voted for this one as well. Thanks for pointing me in the right direction Robert.

------------------------------
Farhan C
Voxai Solutions Inc.
------------------------------

Original Message:
Sent: 06-03-2021 17:10
From: Robert Wakefield-Carl
Subject: PII Data Encryption in Chat Logs

There are several ideas for this, but this one is accepted:  https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-675


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 06-03-2021 15:05
From: Farhan C
Subject: PII Data Encryption in Chat Logs

Hi Robert

Thanks for the response. Filtration of other aspects of sensitive data would certainly be helpful. Will check the lab to see if this currently is in scope or can be added.

Thanks,


------------------------------
Farhan C
Voxai Solutions Inc.

Original Message:
Sent: 06-01-2021 23:39
From: Robert Wakefield-Carl
Subject: PII Data Encryption in Chat Logs

All recordings, including chat and Email are stored with 256-bit SHA encryption based on a 3072-bit encryption key.  That is pretty strong stuff.  As for chat, if you enable PCI, the system will automatically use filtering to prevent the transmission of credit card numbers between users and agents in internal chat, web chat, email, and messaging.  That is only CC numbers, but a start.  Future releases will be looking at configuration of this filtering, but you need to add votes to the ideas on AHA.  

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 06-01-2021 13:24
From: Farhan Chaudry
Subject: PII Data Encryption in Chat Logs

Hi

Is there a way to mask PII related info (Participant Data) in Chat Log that is generated in 'Interaction View' for a Webchat implementation? I currently have a recording policy set up for Chat media type but regardless of the policy being enabled or not, all the PII info is displayed in the Chat Log. I don't currently have an Encryption Key enabled. Would enabling it also result in masking of PII related Participant Data within the Chat Log? I understand the Encryption Keys are designed to safeguard voice & digital interaction (Chat, Email etc) recordings. Will it also help with masking or preventing secure, PII related data from appearing in Chat Logs? If not then how to do about hiding/masking participant data in Chat Logs?

Thanks,
#DigitalChannels
#Reporting/Analytics
#Security

------------------------------
Farhan
------------------------------