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  • 1.  PII Data Encryption in Chat Logs

    Posted 06-01-2021 13:24
    No replies, thread closed.
    Hi

    Is there a way to mask PII related info (Participant Data) in Chat Log that is generated in 'Interaction View' for a Webchat implementation? I currently have a recording policy set up for Chat media type but regardless of the policy being enabled or not, all the PII info is displayed in the Chat Log. I don't currently have an Encryption Key enabled. Would enabling it also result in masking of PII related Participant Data within the Chat Log? I understand the Encryption Keys are designed to safeguard voice & digital interaction (Chat, Email etc) recordings. Will it also help with masking or preventing secure, PII related data from appearing in Chat Logs? If not then how to do about hiding/masking participant data in Chat Logs?

    Thanks,
    #DigitalChannels
    #Reporting/Analytics
    #Security

    ------------------------------
    Farhan
    ------------------------------


  • 2.  RE: PII Data Encryption in Chat Logs

    Posted 06-01-2021 23:39
    No replies, thread closed.
    All recordings, including chat and Email are stored with 256-bit SHA encryption based on a 3072-bit encryption key.  That is pretty strong stuff.  As for chat, if you enable PCI, the system will automatically use filtering to prevent the transmission of credit card numbers between users and agents in internal chat, web chat, email, and messaging.  That is only CC numbers, but a start.  Future releases will be looking at configuration of this filtering, but you need to add votes to the ideas on AHA.  

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



  • 3.  RE: PII Data Encryption in Chat Logs

    Posted 06-03-2021 15:05
    No replies, thread closed.
    Hi Robert

    Thanks for the response. Filtration of other aspects of sensitive data would certainly be helpful. Will check the lab to see if this currently is in scope or can be added. 

    Thanks,


    ------------------------------
    Farhan C
    Voxai Solutions Inc.
    ------------------------------

    Original Message


  • 4.  RE: PII Data Encryption in Chat Logs

    Posted 06-03-2021 17:11
    No replies, thread closed.
    There are several ideas for this, but this one is accepted:  https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-675


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

    Original Message


  • 5.  RE: PII Data Encryption in Chat Logs

    Posted 06-14-2021 14:53
    No replies, thread closed.
    I had voted for a different idea actually as there are a few PII related ones but just voted for this one as well. Thanks for pointing me in the right direction Robert.

    ------------------------------
    Farhan C
    Voxai Solutions Inc.
    ------------------------------

    Original Message


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