I was stating that I thought that was already in the product before. Looks like it is complete now. Are there any CCPA regulations that are not being met with the GDPR? I think the thing that will be missing is the requirements for some countries to keep their recordings in the same country as the agents - which I believe is an idea that was just accepted on AHA.
On the note about access. We have had GDPR in the API for something like 2 years, but in order to use it, you have to use the API. Genesys PSO has the User Details AppFoundry widget, but that costs way to much for just a tool to access the API. Why can't this be brought into Admin as standard feature in the UI?
Anyway, there is so little need for this aside from being compliant. In the hundreds of customers I have talked to, maybe only 3 have asked for this (thought every RFP has it) and I don't think I have had a single customer ask how to use it or question the effectiveness.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 05-27-2021 10:34
From: Rakesh Tailor
Subject: Feature Announcement Participant Data values in Interaction Details view
More details on GDPR are here:
https://help.mypurecloud.com/articles/gdpr-overview/
It is true that consumer information needs to be deleted upon request. The API should allow for that. Reach out via email if you have more thoughts on that Robert.
Thanks,
Rakesh
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Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 05-27-2021 10:01
From: Robert Wakefield-Carl
Subject: Feature Announcement Participant Data values in Interaction Details view
Interesting. I thought the definition of GDPR required all traces of consumer information be deleted upon request. I guess the original implementation was 1.0 code. I assume CCPA is part of this as well? It would be really nice to have this in the UI without the $3000/year charge.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 05-27-2021 07:11
From: Rakesh Tailor
Subject: Feature Announcement Participant Data values in Interaction Details view
Genesys Cloud supports GDPR, so if there is a request for Delete or Access the related interactions, recordings and meta data can be deleted or gathered as needed.
Thanks,
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Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 05-27-2021 05:03
From: warren beddie
Subject: Feature Announcement Participant Data values in Interaction Details view
Hi Dilipkarthik,
I have a question for you around data compliance as I would like our team to look into adding this to our custom evaluation reporting application. I have not had a good look at participant data so correct me if I'm wrong, I'm also assuming participant data is a fixed into Genesys Cloud if there are any participant data attributes set.
If you are storing participant data attributes as part of a conversation as well as displaying this data as a fixed feature in Genesys Cloud and allowing a copy, how are you handling the data compliance side?
Kind Regards
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warren beddie
Noralogix PTY (Ltd)
warren@noralogix.com
Original Message:
Sent: 05-21-2021 04:15
From: Dilipkarthik J
Subject: Feature Announcement Participant Data values in Interaction Details view
Hello, Community members.
We are happy to announce that we have added Participant Data values in Interaction Details view. With this feature, Genesys Cloud Quality managers and Quality evaluators can now view the participant data attributes defined in the flows directly in the interaction details view.
Genesys Cloud stores participant data attributes as part of the Conversation. An attribute is a piece of information about a participant that travels with it throughout the interaction. In contrast to flow variables, participant data attributes persist between transfers from one call flow to another.
This feature enables Quality managers and Quality evaluators to see the results of data actions, collected digits in IVR, and data table found values.
Further following are some of the features incorporated to Interaction details view as part of the release.
- A copy icon is provided next to the Participant Data attribute values to copy the value.
- If an attribute value is an HTTP link, then it is available in Interaction details as a link that can be clicked to open a new window/tab.
- In case there are multiple participants in the interaction then Participant data attributes of all the participants are displayed in the interaction details.
RESOURCES
#quality Management
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Dilip Karthik J
Sr. Product Manager
Workforce Engagement Management (WEM)
#QualityManagement
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Dilipkarthik J
Genesys - Employees
Sr. Product Manager
WEM
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