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 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 Support.

• The data source (for on-premises deployments or rule (for cloud deployments) that captures the interaction determines whether redaction occurs.

• Redaction status and user role privileges determine whether you can replay and export interactions. Redaction status and user role privileges determine whether you can replay 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 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 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.

  • Successful without PII: The system successfully processed the interaction to redact sensitive information, and no personally identifiable information (PII) was found.

    In this state, the redacted media and unredacted media are identical.

  • 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.

Related information 

Redaction (Player User Guide)