Both points are valid. We are working on both.
Original Message:
Sent: 04-09-2024 15:56
From: Robert Wakefield-Carl
Subject: SMS Only Redacting VISA in Transcript
Thanks for the update Anik. The masking (calling it redaction is inaccurate), is nice but we have an issue with both the PCI and PHI blocking things like name, phone number, and Email that need to be there for things like ACD voicemail. Hard to call a person back when it says "Hi, this is [name] calling from [phone number]. You can call me or reply by email to [email]" I think the best approach is two-fold:
- Allow selections underneath the masking selection to include only certain fields.
- Allow customers to decide what to mask based on REGEX or selections like we have slots for in bots
Also, many customers are asking for true redaction, not masking. Perhaps with the masking selection to allow for redaction as well?
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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
Original Message:
Sent: 04-09-2024 09:37
From: Anik Dey
Subject: SMS Only Redacting VISA in Transcript
Hi Nicole,
Currently, we only support automated redaction of audio and transcript sensitive data masking for voice interactions. All digital channels - sms, chat, email - will be supported later this year in Q4, 2024.
You can follow this idea to track the progress of this - https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-143
Once this goes out, all 4 credit card types will be masked in digital transcripts based on user permissions.
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Anik Dey
Genesys - Employees
Original Message:
Sent: 03-19-2024 13:12
From: Nicole Dehn
Subject: SMS Only Redacting VISA in Transcript
**UPDATE** Secondary test conducted and redactions occurred on all 4 credit card types. Comparing test results and Genesys has been in contact.
Our organization has voice transcription turned off; however, we do utilize Chat and SMS so we do review those digital transcripts.
We ran a test, using test credit card numbers, to ensure they redact in the SMS transcript and only the VISA number redacted everything but the last 4-digits. When testing AMEX, Discover, and MasterCard, all digits were visible in the transcripts for these card types.
Is this a ticket or is this an enhancement to the digital transcripts?
#DigitalChannels
#Security
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Nicki Dehn
AAA Club Alliance
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