Sensitive data masking

Sensitive data masking prevents 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.. If sensitive data masking is configured for your organization, sensitive information such as payment details or credit card information can be hidden during playback in the audio, screen, video, and share recording and in the transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text..

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

PII Redaction Bot: Depending on your organization's capture rulesconfiguration, 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. personally identifiable information (PII) for redaction.

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 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.
DPA triggers: Based on DPA event triggers fired during an interaction, the system detects events on the employee's desktop 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.
RTSA Feature that detects keywords (terms and phrases) spoken in contact center interactions in near real time. rules: Based on an RTSA rule, the system detects spoken numeric sequences. Once four or more numbers are spoken in a sequence of six words, the sequence is tagged for redaction.

For example: An RTSA rule triggers sensitive data masking when a customer starts saying the numbers of a credit card and ends it after the last number is said.

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 mark 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 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., 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.