Genesys Cloud CX

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  • 1.  Secure Pause after interaction completed

    Posted 05-25-2022 15:32
    Secure Pause is used during Voice interactions to remove sensitive information from the call recording.

    If an agent does not click on the Secure Pause during the call and collects sensitive information (Credit Card number or SSN for example), can we manually remove that portion of the call recording after interaction is complete?

    Pause an interaction's recording to protect sensitive information - Genesys Cloud Resource Center (mypurecloud.com)
    #QualityManagement
    #Security
    #SystemAdministration

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    G. Tyler Peters
    Novant Health
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  • 2.  RE: Secure Pause after interaction completed

    Posted 05-27-2022 10:28
    Scrubbing or obfuscation of data and recordings is being looked at for future releases.  I know that initially, there will be masking of data in transcripts, but actually editing of the recording is not on the roadmap but being looked at.  What we normally suggest to customers is to use topic spotting to find suspect recordings and if it contains PII, delete the recording manually after downloading if necessary.  These days, it is always better to be safe than sorry.  I hope there will be a way to snip parts of the recordings coming in the product, but then there is an issue of the legality of the recording as it will be changed from the original.

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