Genesys Cloud - Main

Is there a way to report on interactions where Genesys Cloud enabled redaction for Payment Cards or Personal Information?

If this is enabled in our organization (Sensitive Data Redaction for Payment Cards and Sensitive Data Redaction for Personal Information), I'd like to be able to report on how often the redaction is triggering.  This could help identify process gaps where we are not using Secure Flow/Secure Pause and help with coaching opportunities.

Thanks,

Tucker

#Reporting/Analytics
#Security

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Tucker Ranft
Nationwide Mutual Insurance Company
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Use Content Search, with filter Contains PCI Data or Contains PII Data, for this.  See https://help.mypurecloud.com/articles/content-search-view/, and look into section "Filter by sensitive data".

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Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
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Thank you!  That's exactly what I needed.

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Tucker Ranft
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Original Message:
Sent: 01-05-2024 12:59
From: Daniel Ho
Subject: Reporting on Sensitive Data Redaction for PCI

Use Content Search, with filter Contains PCI Data or Contains PII Data, for this.  See https://help.mypurecloud.com/articles/content-search-view/, and look into section "Filter by sensitive data".

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Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
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