Sensitive Data Masked

Sensitive Data Masking hides sensitive information such as a password or credit card details by masking sections of a recording playback or a transcription. If Sensitive Data Masking is configured for a Recorder, Capture Verification can retrieve status information for masked recordings from the Contact Database and show results on the Overview dashboard.

Sensitive Data Masked results show:

The volume of recordings with sensitive data masked as a percentage of the total number of recordings.
The number of recordings without sensitive data masked.
The percentage volume above or below a target Service Level Indicator (SLI), if activated, for recordings with sensitive data masked.

For Capture Verification to show results relative to a target SLI, the Capture Verification Screen recorded SLI target must be activated and target SLI set as part of the Capture Verification configuration.

Sensitive Data Masking is configured with Real-Time Speech Analytics (RTSA) rules or Desktop and Process Analytics (DPA) triggers.