Sean_Lindsay1 | 2023-11-15 16:37:40 UTC | #1
Hello
I have been looking into the creation of a custom genesys ui based on a requirement we have from a customer and looking to understand if this is possible or not.
Requirement
The CLIENT in question deals with sensative interactions and the agents should be able to see any of the customers / caller details across all details. We have found a way to mask the CLI but the issue comes in on email channels. What we are hoping to achieve by using the custom UI is to hide / hash the customer email address / contact numbers for campaigns when an interaction in delevered to an agent.
Questions
- Is this possible via the UI
- What kind of effort are we looking at to build a fully functional UI with the ability to hide PII data from agents ?
Please let me know if you require any further informaiton .
tim.smith | 2023-11-15 16:55:49 UTC | #2
- General product and UI feature and usage questions are best suited for the Genesys Cloud Community Forum. If the feature you're looking for doesn't exist, you can submit feature requests at https://genesyscloud.ideas.aha.io/.
- Rebuilding the full Genesys Cloud UI from scratch would likely take a few years if you have a good sized experienced dev team for the task; we've been actively adding features to ours for 8+ years. Of course, smaller feature sets could be done in a smaller amount of time.
Dominic_Geraghty | 2023-11-30 01:45:54 UTC | #3
We have the same need.
There is an idea here which you can vote / comment on: https://genesyscloud.ideas.aha.io/ideas/EMPDEV-I-17
Can you share your solution for the voice channel and whether it introduces any constraints or risks?
system | 2023-12-30 01:46:43 UTC | #4
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 23150