Genesys Cloud - Main

I read thru the article https://help.mypurecloud.com/faqs/which-entities-are-redacted/ and understood from the below statements.

Currently, you can turn on/off PCI and PII data masking using the following two toggles, but you cannot select which individual entities to mask:

• Sensitive Data Masking for Payment Cards
• Sensitive Data Masking for Personal Information

But even though I have turned ON PCI/PII data masking (ref. screenshot), emails, mobile numbers are all not masked. Kindly provide your inputs to fix them.

I read thru the article https://help.mypurecloud.com/faqs/which-entities-are-redacted/ and understood from the below statements.

Currently, you can turn on/off PCI and PII data masking using the following two toggles, but you cannot select which individual entities to mask:

• Sensitive Data Masking for Payment Cards
• Sensitive Data Masking for Personal Information

But even though I have turned ON PCI/PII data masking (ref. screenshot), emails, mobile numbers are all not masked. Kindly provide your inputs to fix them.

Hi Prathap

Under Analytics settings there is a options "Data Masking" which allows you to mask the phone numbers and email addresses.  Not sure if this option might work for you.

Regards

Stephan

I read thru the article https://help.mypurecloud.com/faqs/which-entities-are-redacted/ and understood from the below statements.

Currently, you can turn on/off PCI and PII data masking using the following two toggles, but you cannot select which individual entities to mask:

• Sensitive Data Masking for Payment Cards
• Sensitive Data Masking for Personal Information

But even though I have turned ON PCI/PII data masking (ref. screenshot), emails, mobile numbers are all not masked. Kindly provide your inputs to fix them.

Thanks @Stephan Taljaard. This is already enabled and I tried another flow. But still phone number and email are not masked.  

Hi Prathap

Under Analytics settings there is a options "Data Masking" which allows you to mask the phone numbers and email addresses.  Not sure if this option might work for you.

Regards

Stephan

I read thru the article https://help.mypurecloud.com/faqs/which-entities-are-redacted/ and understood from the below statements.

Currently, you can turn on/off PCI and PII data masking using the following two toggles, but you cannot select which individual entities to mask:

• Sensitive Data Masking for Payment Cards
• Sensitive Data Masking for Personal Information

But even though I have turned ON PCI/PII data masking (ref. screenshot), emails, mobile numbers are all not masked. Kindly provide your inputs to fix them.

Hi Prathap

This is noted, thank you for the confirmation.

I am not sure if there is perhaps another way to achieve this besides from what you have already done and mentioned in the articles.  Will try and test this on my side in our Lab and share if anything.

Regards

Stephan

Thanks @Stephan Taljaard. This is already enabled and I tried another flow. But still phone number and email are not masked.  

Hi Prathap

Under Analytics settings there is a options "Data Masking" which allows you to mask the phone numbers and email addresses.  Not sure if this option might work for you.

Regards

Stephan

I read thru the article https://help.mypurecloud.com/faqs/which-entities-are-redacted/ and understood from the below statements.

Currently, you can turn on/off PCI and PII data masking using the following two toggles, but you cannot select which individual entities to mask:

• Sensitive Data Masking for Payment Cards
• Sensitive Data Masking for Personal Information

But even though I have turned ON PCI/PII data masking (ref. screenshot), emails, mobile numbers are all not masked. Kindly provide your inputs to fix them.

Thank you @Stephan Taljaard. It worked now after removing a permission.

Hi Prathap

This is noted, thank you for the confirmation.

I am not sure if there is perhaps another way to achieve this besides from what you have already done and mentioned in the articles.  Will try and test this on my side in our Lab and share if anything.

Regards

Stephan

Thanks @Stephan Taljaard. This is already enabled and I tried another flow. But still phone number and email are not masked.  

Hi Prathap

Under Analytics settings there is a options "Data Masking" which allows you to mask the phone numbers and email addresses.  Not sure if this option might work for you.

Regards

Stephan

I read thru the article https://help.mypurecloud.com/faqs/which-entities-are-redacted/ and understood from the below statements.

Currently, you can turn on/off PCI and PII data masking using the following two toggles, but you cannot select which individual entities to mask:

• Sensitive Data Masking for Payment Cards
• Sensitive Data Masking for Personal Information

But even though I have turned ON PCI/PII data masking (ref. screenshot), emails, mobile numbers are all not masked. Kindly provide your inputs to fix them.

Thanks @Stephan Taljaard. This is already enabled and I tried another flow. But still phone number and email are not masked.  

Hi Prathap

Under Analytics settings there is a options "Data Masking" which allows you to mask the phone numbers and email addresses.  Not sure if this option might work for you.

Regards

Stephan

I read thru the article https://help.mypurecloud.com/faqs/which-entities-are-redacted/ and understood from the below statements.

Currently, you can turn on/off PCI and PII data masking using the following two toggles, but you cannot select which individual entities to mask:

• Sensitive Data Masking for Payment Cards
• Sensitive Data Masking for Personal Information

But even though I have turned ON PCI/PII data masking (ref. screenshot), emails, mobile numbers are all not masked. Kindly provide your inputs to fix them.

The presence of data in square brackets seems to indicate that that information was correctly identified by Genesys as data to be masked. The fact that you see it should be linked to the fact that your user probably has a Role that assigns the Recording > Recording > ViewSensitiveData permissions.

Regards,

Matteo

Thanks @Stephan Taljaard. This is already enabled and I tried another flow. But still phone number and email are not masked.  

Hi Prathap

Under Analytics settings there is a options "Data Masking" which allows you to mask the phone numbers and email addresses.  Not sure if this option might work for you.

Regards

Stephan

I read thru the article https://help.mypurecloud.com/faqs/which-entities-are-redacted/ and understood from the below statements.

Currently, you can turn on/off PCI and PII data masking using the following two toggles, but you cannot select which individual entities to mask:

• Sensitive Data Masking for Payment Cards
• Sensitive Data Masking for Personal Information

But even though I have turned ON PCI/PII data masking (ref. screenshot), emails, mobile numbers are all not masked. Kindly provide your inputs to fix them.

I have a customer also raising the issue of caller names not being redacted in Genesys Cloud transcripts despite enabling PII redaction, so looks like Genesys redaction engine or rules do not seem to consider names as PII entities and doesn't reliably detect and redact these. PII entities should be configurable and broader than PCI DSS related entities (credit card info). The redaction capability is also language dependent.
Looks like there is some more work and enhancement to be done on the product side.