Sensitive data masking

Sensitive data masking prevents the playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. of sensitive information in an 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. but does not delete the information from the interaction. When sensitive data masking is configured in your system, sensitive information such as Personally Identifiable Information (PII), payment details, or credit card information, is hidden during playback of the audio, screen, video, and transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. of a captured interaction. Only users with 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. can view the masked information.

Sensitive data masking is implemented using one or more of the following methods:

PII Redaction Bot: The PII Redaction Bot analyzes the transcription of interactions, and tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. for redaction. When this bot is configured in your system, the bot will dynamically hide information identified as sensitive. Calls processed by PII Redaction Bot are determined by Redaction Type Capture Rules, or the Data Source Require Replay Audio Redaction setting.
DPA triggers: Based on DPA event triggers fired during an interaction, the system detects events on the desktop of the employee and triggers sensitive data masking.

For example: A DPA rule triggers sensitive data masking when an agent opens a payment page and ends it when the page is closed.
Interaction Capture Control API: Redaction can be triggered using the Capture Control API IContactInterface RestrictPlayback and UnrestrictPlayback contact The entire communication experience for a customer, from beginning to end. events.
RTSA Feature that detects keywords (terms and phrases) spoken in contact center interactions in near real time. rules: Real-Time Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. can detect spoken numeric sequences and automatically mask content when a sequence of four or more numbers are spoken. For example, an RTYSA rule may be used to trigger sensitive data masking when a customer starts saying numbers of a credit card.

In these cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., the system appends Data Masking Start and Data Masking End tags to the interaction to select the start and end of a portion containing sensitive information.

Sensitive data masking based on RTSA rules is only supported for interactions in English. For other languages, contact Support.

The system recognizes numbers expressed in various ways. For example, the sequence of numbers 2312 is recognized when said as "two, three, one, two", or as "twenty-three, twelve“, or as "two thousand, three hundred and twelve.”

Redaction is applied as follows:

When playing back an interaction with data masking tags:
- If you have the Replay without redaction privilege, you can play back unredacted interactions.
- If you do not have the Replay without redaction privilege:
  - You can only play back redacted interactions.
  - Playback is unavailable until the redaction completes, or if redaction fails.
When downloading or sending an interaction with data masking tags as an attachment:
- If you have the Export without redaction privilege, you can select whether to download or send the interaction redacted or unredacted.
- If you do not have the Export without redaction privilege, you can only download or send the redacted interaction.

When you play back an interaction containing data masking tags, the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction. hides the tagged content as follows:

Audio recording: A beep sound is played during a tagged portion.
Screen recording: The screen is hidden and a no entry symbol is displayed during a tagged portion.
Video recording: The video is hidden and a no entry symbol is displayed during a tagged portion.
Share recording: The share is hidden and a no entry symbol is displayed during a tagged portion.
Transcription: Transcribed words from the tagged portion are replaced with asterisks.

Sensitive data masking event triggers are ignored if they are fired during the wrap-up time of an interaction. As a result, the relevant sensitive data masking tags are not appended to the interaction:

If both the Data Masking Start and Data Masking End event triggers are fired during the wrap-up time, the triggers are ignored, and the tagged content is not hidden during playback.
If only the Data Masking End event trigger is fired during the wrap-up time, the trigger is ignored, and the content remains tagged with data masking tag until the end of the recording.