Redaction of sensitive customer information

If your organization is licensed for redaction, sensitive information such as debit and credit card details and medical information can be redacted from captured interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. media. By default, all personally identifiable information (PII) entities are redacted from captured interaction media. To redact only specific personally identifiable information (PII) entities, contact The entire communication experience for a customer, from beginning to end. Support.

The data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. or rule that captures the interaction determines whether redaction occurs.
Redaction status and user role Entity assigned to users to define their access permissions to applications. privileges determine whether you can replay and export interactions. You can identify redaction status using the icons shown in search results.

The user role privileges to replay or export interactions without using redaction are not enabled for any default roles in the suite.
- Not required: No redaction was required for the interaction.
  
  This status applies to:
  - Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. captured by a data source or rule that does not require redaction.
  - Interactions captured before availability of the redaction feature.
- In progress: The system is processing the interaction to redact sensitive information. Check back in a few hours to see the results of the processing.
  
  While in this state:
  - Users without the Replay without redaction privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. cannot replay the interaction media.
  - Users with the Replay without redaction privilege can replay the interaction media as captured. Replay of an interaction in this state can include personally identifiable information (PII) and is audited.
  - Users without the Export without redaction privilege cannot export the interaction media.
  - Users with the Export without redaction privilege can export the interaction media as captured. Export of an interaction in this state can include personally identifiable information (PII) and is audited.
- Successful: The system successfully processed the interaction to redact sensitive information. This also includes interactions successfully processed that contain no personally identifiable information (PII).
  
  Once in this state:
  - Users without the Replay without redaction privilege replay the redacted media.
  - Users with the Replay without redaction privilege can choose whether to replay the redacted media (default) or to replay the unredacted media, which can include personally identifiable information (PII) and is audited.
  - Users without the Export without redaction privilege export the redacted media.
  - Users with the Export without redaction privilege can choose whether to export redacted media during export (default) or to export unredacted media, which can include personally identifiable information (PII) and is audited.
- Failed: The system attempted to redact the interaction, but redaction processing failed.
  
  While in this state:
  - Users without the Replay without redaction privilege cannot replay the interaction media.
  - Users with the Replay without redaction privilege can replay the interaction media as captured. Replay of interactions in this state can include personally identifiable information (PII) and is audited.
  - Users without the Export without redaction privilege cannot export the interaction media.
  - Users with the Export without redaction privilege can export the interaction media as captured. Export of interactions in this state can include personally identifiable information (PII) and is audited.

To learn more about how audio redaction works, see the related information reference.