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Limited PII masking in Performance views and exports - where is it?

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  • 1.  Limited PII masking in Performance views and exports - where is it?

    Posted 02-02-2022 10:31
    No replies, thread closed.
    I appreciate features like this popping up in the roadmap and feature releases, but we REALLY need to know how to utilize them.  I may be missing something here, but I could not find ANY way to turn this feature on.  Did anyone find it?

    Genesys, can you possibly ensure there is clear information accompanies these features?
    #Reporting/Analytics

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------


  • 2.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 02-03-2022 08:45
    No replies, thread closed.
    same here...
    hope someone will answer :-)


    ------------------------------
    Sergio Picchioni
    Bizmatica Sistemi S.p.a.
    ------------------------------

    Original Message


  • 3.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 02-03-2022 10:05
    Edited by Maisey Harris 02-03-2022 10:06
    No replies, thread closed.
    Hey folks,

    To enable this feature, you will need to make an API call:

    PATCH /api/v2/analytics/reporting/settings { "piiMaskingEnabled": true }

    Please note that this is a limited feature and is only one some UIs & exports. It's also not at the data-layer. 

    I've also reached out to PM about ensuring future updates have more clear information.

    Thanks,

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 11-11-2022 05:13
    No replies, thread closed.
    Hi Maisey,

    if genesys have any option for particular customer ANI, DNIS number masking. I enabled this option using Api it is applicable for all customer ani, dnis but i need to only particular customer masking.

    If any option pls reply me.

    Thanks,

    ------------------------------
    Saravanan D
    Individual Only Contact Account
    ------------------------------

    Original Message


  • 5.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 11-11-2022 08:25
    No replies, thread closed.
    Hi Saravanan, at this time, this functionality is not able to be restricted to any particular customer masking; if that's something of interest, I recommend sharing an Idea for it so that the Product Management team can be aware of the interest.

    Thanks!

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 11-11-2022 08:58
    No replies, thread closed.
    Hi Maisey,

    Thanks for your quick response.

    This requirement came from clients. Please proceed to share this recommendation to your Product Management Team to check the feasibility. 

    Thanks,

    ------------------------------
    Saravanan D
    Individual Only Contact Account
    ------------------------------

    Original Message


  • 7.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 02-03-2022 10:10
    No replies, thread closed.
    Thank you for the feedback Robert.  

    Currently this feature is API-only, and I did not make sure that our development center documentation on enablement would go live at the same time as the underlying API, that was my mistake.  I will add more information to the resource center about how to enable this feature.

    Generally I'll also make sure that API-first or API-only features get more explicit and clear directions in the resource center on how to enable.

    Thanks again,

    Chris

    ------------------------------
    Christopher Bosken
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 02-08-2022 14:24
    No replies, thread closed.
    Will this endpoint be added to the API explorer on the dev center? It'd be nice to have access to toggle without wiring and loading up Postman for a 2-second task.


  • 9.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 02-08-2022 14:27
    No replies, thread closed.
    Yes, that's working its way out. We apologize for not having it ready in the API explorer from the start.

    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


  • 10.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 08-19-2022 12:57
    No replies, thread closed.
    Hi Maisey,

    Is there any documentation on exactly which views the PII will be masked on? From my digging around it looks like it is really only applicable to the Agent Performance Views. I've looked in the resource center and didn't notice anything detailing which views it's applicable on.

    Thanks,
    Peter

    ------------------------------
    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 11.  RE: Limited PII masking in Performance views and exports - where is it?
    Best Answer

    Posted 08-22-2022 09:37
    No replies, thread closed.
    Hi Peter,

    This is where we've added support for PII masking:

    1. Custom Dashboards
      1. Remote column
    2. Queue Activity Detail
      1. Remote column in agent table
      2. Remote column in Waiting table
      3. Remote column in Interacting table
    3. Scheduled Callbacks
      1. Callback Number
      2. ANI
    4. Content Search
      1. ANI
      2. DNIS
    5. Interactions / Queue Interactions / Agent Interactions
      1. ANI
      2. DNIS
      3. Session DNIS
      4. To
      5. From
      6. Remote

    Hope that helps!




    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


  • 12.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 08-22-2022 10:05
    No replies, thread closed.
    Perfect, thanks so much!

    ------------------------------
    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 13.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 05-19-2023 20:05
    No replies, thread closed.

    Hello @Maisey Harris 
    My customer want to the agents can see the field DNIS, ANI in the "My interactions" view
    I use this api 

    /api/v2/analytics/reporting/settings



    {
       "piiMaskingEnabled": false,
       "queueAgentAccessObfuscation": true
    }

    For desactivate the pii masking and after it, I asked to agent made some calls and the ANI y DNIS continue like ********

    My question: Is possiblem that option "pii masking" will be desactivate



    ------------------------------
    Gladys Galabay
    High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
    ------------------------------

    Original Message


  • 14.  RE: Limited PII masking in Performance views and exports - where is it?

    Posted 05-22-2023 09:17
    No replies, thread closed.

    Hi Gladys, 

    There's an Idea for that if your customer would like to vote on it: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1228 

    Thanks,



    ------------------------------
    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


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