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  • 1.  Identify Redacted Interactions, by Agent

    Posted 08-05-2024 16:31

    If this is not possible, I will enter this on the Ideas Lab myself.

    Is it possible to report on redacted audio interactions, containing PCI/PII data, at the agent level? We are looking for automation in identifying when Secure Pause is not utilized so we can coach agents.

    Thanks.


    #QualityManagement
    #Reporting/Analytics
    #Unsure/Other

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    Nicki Dehn
    AAA Club Alliance Inc.
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  • 2.  RE: Identify Redacted Interactions, by Agent

    GENESYS
    Posted 08-06-2024 14:36

    Hey Nicki,

    I was curious myself so I was looking around our Product Ideas Lab. I was only able to find an Idea for Automated Redaction (PCI/PII) from Audio Recordings and Transcripts. 

    If you do submit a new Idea, please let me know!



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 3.  RE: Identify Redacted Interactions, by Agent
    Best Answer

    GENESYS
    Posted 08-07-2024 10:34

    That should be possible -- use Content Search and filter by Sensitive Data (and make sure you have Recording > Recording > ViewSensitiveData), and also filter by user at the interaction level.



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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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    Original Message


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