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?

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

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?

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

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?

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.

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

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?

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?

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 

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?

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 

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?

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.

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 

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?