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  • 1.  Sensitive Data Redaction for Email Transcripts

    Posted 10-10-2023 14:53
    No replies, thread closed.

    In Genesys Cloud, we can enable automatic redaction of sensitive information of the customer in recordings and voice transcriptions. How about email transcripts? How to mask sensitive data in email transcripts?


    #QualityManagement
    #Reporting/Analytics
    #Security

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    Lei Cao
    Nationwide Mutual Insurance Company
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  • 2.  RE: Sensitive Data Redaction for Email Transcripts

    Posted 10-15-2023 21:54
    No replies, thread closed.

    I just tested and it did not redact the information.  @Anik Dey, are Emails not put through this?  Are there plans?



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Sensitive Data Redaction for Email Transcripts

    Posted 10-16-2023 11:43
    No replies, thread closed.

    Yes we plan to support all digital channels including email by Q1, 2024.



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    Anik Dey
    Genesys - Employees
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    Original Message


  • 4.  RE: Sensitive Data Redaction for Email Transcripts

    Posted 01-11-2024 11:00
    No replies, thread closed.

    Hi @Anik Dey - Any update on this effort to redact digital transcripts?  Thanks!



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    Tucker Ranft
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    Original Message


  • 5.  RE: Sensitive Data Redaction for Email Transcripts

    Posted 01-11-2024 12:15
    No replies, thread closed.

    Hi Tucker, we will be supporting digital transcript redaction in May 2024.

    You can follow this idea - https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-143



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    Anik Dey
    Genesys - Employees
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    Original Message


  • 6.  RE: Sensitive Data Redaction for Email Transcripts

    Posted 10-16-2023 14:52
    No replies, thread closed.

    You can do this with Eccentex SerivceJourney app for Genesys Cloud: https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

    It looks like this:



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    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)
    https://www.eccentex.com/genesys
    ------------------------------



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