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.
------------------------------
Lawrence Drayton
Prvidr Pty Ltd
------------------------------
Original Message:
Sent: 02-01-2024 12:19
From: Chintan Dasadia
Subject: PCI - Sensitive Data Redaction for Payment Cards
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
------------------------------
Chintan Dasadia
C1
------------------------------