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  • 1.  PCI - Sensitive Data Redaction for Payment Cards

    Posted 02-01-2024 12:19
    No replies, thread closed.
    What if an agent forgets to press the secure pause while collecting sensitive information? I see that there is an additional feature that needs to be enabled in Admin under Account Settings > Org Settings > Security & Compliance > Sensitive Data Redaction for Payment Cards.
     
    This helps mask sensitive customer information, such as Credit Card Numbers, etc., while enabling speech or text analytics. Has anyone tested this so far? What do the results look like? How do the voice recordings appear?
    Your response would be appreciated. 

    Thanks!

    #Security

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    Chintan Dasadia
    C1
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  • 2.  RE: PCI - Sensitive Data Redaction for Payment Cards

    Posted 02-02-2024 05:54
    No replies, thread closed.

    Hey, 

    As far as I'm aware, this masking is automatic (once enabled)  - it's not perfect, eg ,card numbers are generated with a formula - and can be checked using such to block it from the display. 

    There are then some user permissions that allow the data to be seen (But this I THINK is only for personal information such as names, DOB etc) 
    From what the agent and transcript see - it usually looks like the first 4 ******  - or something like that (Sorry it's been a while since that's happened for us)

    It does not block it from the physical recording, and generally, you would need to delete this to remain compliant. 



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    Lawrence Drayton
    Prvidr Pty Ltd
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  • 3.  RE: PCI - Sensitive Data Redaction for Payment Cards
    Best Answer

    Posted 03-05-2024 14:41
    No replies, thread closed.

    Hi Chintan, yes it will mask credit card numbers, CVV/CID, and expiry dates on the transcript on a best-effort basis using an AI model.  The recording portions which contain sensitive will also be replaced with silences. 

    If the user has elevated permissions Recording:Recording:ViewSensitiveData, then the user can see the transcript and recording unredacted. You can also use Content Search to search for interactions that contain sensitive data for audit purposes.

    https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/



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    Anik Dey
    Genesys - Employees
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