Genesys Cloud - Main

Hi all

Wondering if anything has found a workaround changing Participant data after the call has ended within Genesys Cloud?

We are collating some customer information from our Inbound Flow to help with our ID&V Process, storing as Participant data (Name address etc).

Participant data then being used in the Script to show what the caller has provided.

As this is PII data, we want to remove / mask it from Participant Data once the call has ended.

Have explored adding an action to the script for the agent to "click a button" to update, however wanted something automated in case the user missed it.

Anyone worked with something similar?

 

#API/Integrations
#ArchitectureandDesign
#Implementation
#Reporting/Analytics
#Routing(ACD/IVR)
#Security
#System Administration
#Telephony
#Unsure/Other

------------------------------
Dan Wong
Domestic & General Services Limited
------------------------------

Have you considered passing the data in to the Script using Script Variables defined as "Input" and then setting them in the Script Pop Architect action?

The only other thing I could suggest is explicitly overwriting the PD values.

HTH

------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
------------------------------

Original Message:
Sent: 7/29/2024 3:21:00 PM
From: Paul Simpson
Subject: RE: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Have you considered passing the data in to the Script using Script Variables defined as "Input" and then setting them in the Script Pop Architect action?

The only other thing I could suggest is explicitly overwriting the PD values.

HTH

------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
------------------------------

Dan,

Variables and Participant Data are similar, but not the same thing.

Participant Data is metadata that is attached to the interaction. It's purpose is to either pass data between Flows or to provide insight into what happened. It is visible when you look at an Interaction's details. You access it from Architect using Get / Set Participant Data steps.

Variables are local storage scoped to the Flow, Task or Script. Once the context the variable is scoped to ends, the variable is no longer visible / available.

Now, Variables can be marked as "Input" and / or "output". This provides a method to pass data between contexts.

If a Script has a variable defined as "Input" then when you use the "Screen Pop" tool in Architect to define that Script, you are asked to provide values for those variables. These are not, however, written to Participant Data and so are not visible once the Script ends. So, using your example, if the Script has a variable defined as "Input" and that is tied to a control on the Script and then the Screen Pop is configured to pass the Architect variable (in this case Flow.Surname) in to that variable, then No Participant Data is involved.

If a Script has a variable defined as "Output" then when the script ends, it's value will be written to a Participant Data Attribute of the same name (which gets created if it doesn't already exist.)

A lot of what you are asking for depends on who you are trying to hide this from (and why).

Many of the answers talk about redacting Participant Data (since that's what you asked about) which would prevent anyone from looking at the interaction after it has ended and seeing the PII stored within the Participant Data. The easiest (and probably most secure) method would be to not write it to Participant Data in the first place (unless it needs to be set for other reasons.)

There is an additional curve-ball though! The new feature that allows you to "reply" a Flow's execution will reveal the values of all variables as they were at the time. If this is a regulatory / compliance thing, you also have to consider who has permission to replay and execution (and also which Flows are configured to record that information).

I hope that makes sense. Let me know.

------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
------------------------------

Original Message:
Sent: 07-30-2024 02:53
From: Dan Wong
Subject: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Thanks Paul for your reply 

Believe that's what we're doing. 

We're storing customers information as variable / PD so we can use within the script (Eg, Flow.Surname). 

As it's needed in the script, unable to mask / update until after it's delivered to the agent. 

Original Message:
Sent: 7/29/2024 3:21:00 PM
From: Paul Simpson
Subject: RE: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Have you considered passing the data in to the Script using Script Variables defined as "Input" and then setting them in the Script Pop Architect action?

The only other thing I could suggest is explicitly overwriting the PD values.

HTH

------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
------------------------------

Hi Paul

Thanks for the detailed response!

Will try this out in our UAT Org to see if it gives the results we want.

Ideally, we don't want to store the PII data as PD in the first place (only requirement is for the agent script).

Our thought process was it had to be stored this way to be used in the script.

If we can amend our design slightly to allow the variable to be passed from the common module back to the main flow and used in the screen pop, that would be ideal!

------------------------------
Dan Wong
Domestic & General Services Limited
------------------------------

Original Message:
Sent: 07-30-2024 12:53
From: Paul Simpson
Subject: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Dan,

Variables and Participant Data are similar, but not the same thing.

Participant Data is metadata that is attached to the interaction. It's purpose is to either pass data between Flows or to provide insight into what happened. It is visible when you look at an Interaction's details. You access it from Architect using Get / Set Participant Data steps.

Variables are local storage scoped to the Flow, Task or Script. Once the context the variable is scoped to ends, the variable is no longer visible / available.

Now, Variables can be marked as "Input" and / or "output". This provides a method to pass data between contexts.

If a Script has a variable defined as "Input" then when you use the "Screen Pop" tool in Architect to define that Script, you are asked to provide values for those variables. These are not, however, written to Participant Data and so are not visible once the Script ends. So, using your example, if the Script has a variable defined as "Input" and that is tied to a control on the Script and then the Screen Pop is configured to pass the Architect variable (in this case Flow.Surname) in to that variable, then No Participant Data is involved.

If a Script has a variable defined as "Output" then when the script ends, it's value will be written to a Participant Data Attribute of the same name (which gets created if it doesn't already exist.)

A lot of what you are asking for depends on who you are trying to hide this from (and why).

Many of the answers talk about redacting Participant Data (since that's what you asked about) which would prevent anyone from looking at the interaction after it has ended and seeing the PII stored within the Participant Data. The easiest (and probably most secure) method would be to not write it to Participant Data in the first place (unless it needs to be set for other reasons.)

There is an additional curve-ball though! The new feature that allows you to "reply" a Flow's execution will reveal the values of all variables as they were at the time. If this is a regulatory / compliance thing, you also have to consider who has permission to replay and execution (and also which Flows are configured to record that information).

I hope that makes sense. Let me know.

------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
------------------------------


Original Message:
Sent: 07-30-2024 02:53
From: Dan Wong
Subject: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Thanks Paul for your reply 

Believe that's what we're doing. 

We're storing customers information as variable / PD so we can use within the script (Eg, Flow.Surname). 

As it's needed in the script, unable to mask / update until after it's delivered to the agent. 

Original Message:
Sent: 7/29/2024 3:21:00 PM
From: Paul Simpson
Subject: RE: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Have you considered passing the data in to the Script using Script Variables defined as "Input" and then setting them in the Script Pop Architect action?

The only other thing I could suggest is explicitly overwriting the PD values.

HTH

------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.

Hi Dan,

We have implemented this by using the trigger and Workflow. The trigger is configured on the topic v2.detail.events.conversation.{id}.acd.end . In the Workflow, we are invoking a couple of Data Actions, and the masking is done by the Data Action that uses API 

------------------------------
Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
------------------------------

Original Message:
Sent: 7/29/2024 11:32:00 PM
From: Tatjana Knezevic
Subject: RE: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Hi Dan,

We have implemented this by using the trigger and Workflow. The trigger is configured on the topic v2.detail.events.conversation.{id}.acd.end . In the Workflow, we are invoking a couple of Data Actions, and the masking is done by the Data Action that uses API 

PATCH /api/v2/conversations/calls/{conversationId}/participants/{participantId}/attributes. In the payload for the attributes, we set the masking value as "******" 

------------------------------
Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
------------------------------

Altering the contents of the participant attributes using a Trigger and Data Actions is a good idea, but it will alter those data attributes in the historical record of the conversation, so you want ever be able to query for conversations that contain values in those attributes.

If you want to leave the participant attributes containing actual values for reporting, then define an action in the script to trigger on interaction state == disconnected and have the action be to display a different script in the page that hides or masks those fields.  This way the agent won't see the fields after the conversation has ended, but the values remain intact.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 07-29-2024 23:31
From: Tatjana Knezevic
Subject: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Hi Dan,

We have implemented this by using the trigger and Workflow. The trigger is configured on the topic v2.detail.events.conversation.{id}.acd.end . In the Workflow, we are invoking a couple of Data Actions, and the masking is done by the Data Action that uses API 

PATCH /api/v2/conversations/calls/{conversationId}/participants/{participantId}/attributes. In the payload for the attributes, we set the masking value as "******" 

------------------------------
Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
------------------------------

Hi Jim,

I agree with what you said regarding interaction state check. However, a couple of customers requested that the PII data be masked permanently, and the solution works without issues. 

------------------------------
Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
------------------------------

Original Message:
Sent: 07-30-2024 09:18
From: Jim Crespino
Subject: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Altering the contents of the participant attributes using a Trigger and Data Actions is a good idea, but it will alter those data attributes in the historical record of the conversation, so you want ever be able to query for conversations that contain values in those attributes.

If you want to leave the participant attributes containing actual values for reporting, then define an action in the script to trigger on interaction state == disconnected and have the action be to display a different script in the page that hides or masks those fields.  This way the agent won't see the fields after the conversation has ended, but the values remain intact.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------


Original Message:
Sent: 07-29-2024 23:31
From: Tatjana Knezevic
Subject: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Hi Dan,

We have implemented this by using the trigger and Workflow. The trigger is configured on the topic v2.detail.events.conversation.{id}.acd.end . In the Workflow, we are invoking a couple of Data Actions, and the masking is done by the Data Action that uses API 

PATCH /api/v2/conversations/calls/{conversationId}/participants/{participantId}/attributes. In the payload for the attributes, we set the masking value as "******" 

------------------------------
Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/