Genesys Cloud - Main

We enabled the redaction of credit card information a few months ago, and it's been working pretty good. It's redacting some information that is not credit card information, but it's manageable. However, recently within the last week or so, we've noticed that it's redacting the names of our agents and callers.

Has anyone else experience this in their transcripts of their calls where the redaction of credit card numbers is turned on?

Good Day Katie

We had a similar issues a few weeks ago - https://community.genesys.com/discussion/i-have-my-transcript-saved-in-analytics-dashboard-interactions#bm29de9e39-ce48-446b-b6a0-019ae8652820

https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/#:~:text=When%20you%20use%20Speech%20and,this%20permission%20to%20the%20user.

In analytics settings you can select agent names for data masking

Also have a look and see if you have a role with this permission, as this enables the user the view sensitive data

Hope this helps.

We enabled the redaction of credit card information a few months ago, and it's been working pretty good. It's redacting some information that is not credit card information, but it's manageable. However, recently within the last week or so, we've noticed that it's redacting the names of our agents and callers.

Has anyone else experience this in their transcripts of their calls where the redaction of credit card numbers is turned on?

Thank you for your response and your assistance! But..

We aren't having issues seeing the names of the agents on the reporting side. We are seeing the issue within the transcript. We do not have any masking turned on and we do not have sensitive data for PII turned on either. I thought the name would be masked if it was during or around where the credit card information is being received. But this is right at the beginning of the call and it is being masked.

Good Day Katie

We had a similar issues a few weeks ago - https://community.genesys.com/discussion/i-have-my-transcript-saved-in-analytics-dashboard-interactions#bm29de9e39-ce48-446b-b6a0-019ae8652820

https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/#:~:text=When%20you%20use%20Speech%20and,this%20permission%20to%20the%20user.

In analytics settings you can select agent names for data masking

Also have a look and see if you have a role with this permission, as this enables the user the view sensitive data

Hope this helps.

We enabled the redaction of credit card information a few months ago, and it's been working pretty good. It's redacting some information that is not credit card information, but it's manageable. However, recently within the last week or so, we've noticed that it's redacting the names of our agents and callers.

Has anyone else experience this in their transcripts of their calls where the redaction of credit card numbers is turned on?

Hello Katie

This is very strange.  Do you have a role with this Recording > ViewSensitiveData permission?

Reason I'm asking is I see this icon in the example you shared and this means that the transcript was analyzed and sensitive data found.  If you add this permission to a role you should be able to see the name 

Regards

Regards

Thank you for your response and your assistance! But..

We aren't having issues seeing the names of the agents on the reporting side. We are seeing the issue within the transcript. We do not have any masking turned on and we do not have sensitive data for PII turned on either. I thought the name would be masked if it was during or around where the credit card information is being received. But this is right at the beginning of the call and it is being masked.

Good Day Katie

We had a similar issues a few weeks ago - https://community.genesys.com/discussion/i-have-my-transcript-saved-in-analytics-dashboard-interactions#bm29de9e39-ce48-446b-b6a0-019ae8652820

https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/#:~:text=When%20you%20use%20Speech%20and,this%20permission%20to%20the%20user.

In analytics settings you can select agent names for data masking

Also have a look and see if you have a role with this permission, as this enables the user the view sensitive data

Hope this helps.

We enabled the redaction of credit card information a few months ago, and it's been working pretty good. It's redacting some information that is not credit card information, but it's manageable. However, recently within the last week or so, we've noticed that it's redacting the names of our agents and callers.

Has anyone else experience this in their transcripts of their calls where the redaction of credit card numbers is turned on?

We enabled the redaction of credit card information a few months ago, and it's been working pretty good. It's redacting some information that is not credit card information, but it's manageable. However, recently within the last week or so, we've noticed that it's redacting the names of our agents and callers.

Has anyone else experience this in their transcripts of their calls where the redaction of credit card numbers is turned on?