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 do not want that role enabled in case the secure pause is missed by one of our agents taking a payment and the credit card information is available in the transcript, the recording, and someone can see that information when reviewing the call/transcript.

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?

Hi Katie,

I'm agreement with the responses below. Looks like PII and PCI Sensitive Data Masking are enabled on the org level. Can check the settings below to confirm for sure that the personal information is not turned on.

We do not want that role enabled in case the secure pause is missed by one of our agents taking a payment and the credit card information is available in the transcript, the recording, and someone can see that information when reviewing the call/transcript.

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?

Yes, I think this is the root cause.  Ensure you turn Sensitive Data Redaction for Personal Information Off.  This will make the names readable.

Hi Katie,

I'm agreement with the responses below. Looks like PII and PCI Sensitive Data Masking are enabled on the org level. Can check the settings below to confirm for sure that the personal information is not turned on.

We do not want that role enabled in case the secure pause is missed by one of our agents taking a payment and the credit card information is available in the transcript, the recording, and someone can see that information when reviewing the call/transcript.

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?

I understand this will show the names, but it will also so the credit card numbers. I am not doubting that will resolve it. I just don't understand why the name is being redacted when there is no credit card information being shared. We have the Sensitive PII off, just not the credit card information. I am not sure how to mask the credit card info, but be able to see who is calling into our call center for assistance.

Yes, I think this is the root cause.  Ensure you turn Sensitive Data Redaction for Personal Information Off.  This will make the names readable.

Hi Katie,

I'm agreement with the responses below. Looks like PII and PCI Sensitive Data Masking are enabled on the org level. Can check the settings below to confirm for sure that the personal information is not turned on.

We do not want that role enabled in case the secure pause is missed by one of our agents taking a payment and the credit card information is available in the transcript, the recording, and someone can see that information when reviewing the call/transcript.

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?

I understand this will show the names, but it will also so the credit card numbers. I am not doubting that will resolve it. I just don't understand why the name is being redacted when there is no credit card information being shared. We have the Sensitive PII off, just not the credit card information. I am not sure how to mask the credit card info, but be able to see who is calling into our call center for assistance.

Yes, I think this is the root cause.  Ensure you turn Sensitive Data Redaction for Personal Information Off.  This will make the names readable.

Hi Katie,

I'm agreement with the responses below. Looks like PII and PCI Sensitive Data Masking are enabled on the org level. Can check the settings below to confirm for sure that the personal information is not turned on.

We do not want that role enabled in case the secure pause is missed by one of our agents taking a payment and the credit card information is available in the transcript, the recording, and someone can see that information when reviewing the call/transcript.

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?