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  • 1.  Sensitive Data Redaction Clarifications

    Posted 04-16-2025 13:02
    No replies, thread closed.

    Hello,

    Im seeking some clarification regarding Sensitive Data Redaction for Payment Cards and Sensitive Data Redaction for Personal Information settings. 

    Will this mask data from both transcripts and call recordings prior to the setting being enabled, or will it only mask data from transcripts after the setting is enabled?

    Reading through the articles, these settings only have control over the transcript and recording. Are there any downstream impacts to other parts in Genesys when enabling this?

    Does it only work with organizations that have PCI DSS Compliance enabled?


    #SystemAdministration
    #Unsure/Other

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    Jim Mayer
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  • 2.  RE: Sensitive Data Redaction Clarifications
    Best Answer

    Posted 04-16-2025 17:00
    No replies, thread closed.

    Hello Jim,

    I believe that the redaction process will only redact future information once speech or text analytics is enabled for interactions.

    https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Sensitive Data Redaction Clarifications

    Posted 04-16-2025 17:12
    No replies, thread closed.

    Hi Jason, 

    Thanks for getting back to me. I reviewed the document again and Im not seeing anything that indicates it only does future interactions or previous ones. We have STA enabled for our interactions, but unsure if this being turned on will work for previous interactions. 



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    Jim Mayer
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    Original Message


  • 4.  RE: Sensitive Data Redaction Clarifications

    Posted 04-16-2025 17:15
    No replies, thread closed.

    Hi Jim, 

    For us - we have turned ON Sensitive Data Redaction for Payment Cards. But in one of the call agent was unable to use Secure Pause before taking the card details and we are able to see the entire card details as it did not get masked in recordings and transcript. So, this setting of enabling Sensitive data check should have redacted the information, right? Also, we confirmed that we don't have elevated permission enabled for users who can see the card information. Any thoughts?



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    suyog gupta
    Principal Management Engineer
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    Original Message


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