Limited PII masking in Performance views and exports

Prerequisites

The following permissions:

  • Recording > Recording Segment > View
  • Analytics > Conversation Detail > View
  • Analytics > Conversation Aggregate > View
  • Analytics > Dashboard Configurations > View
  • Any permissions required for the selected view

      Enable or disable limited masking of Personally Identifiable Information (PII) in performance views and exports. When limited PII masking is enabled, certain PII is not displayed in performance views and exports.

      The types of PII that you can mask include ANI (automatic number identification) and DNIS (dialed number identification service) phone number data. Any PII that is masked by this setting is stored by Genesys Cloud and is accessible in other scenarios such as direct API calls or other views.

      Notes:
      • PII is only masked in certain views. It may still be visible to users in other views or accessible through direct API calls.
      • Any PII that is masked is stored by Genesys Cloud.
      • You can enable the limited masking of PII from the admin UI. For more information, see Configure contact center analytics options.
      • Currently, PII masking masks only the numbers. PII masking does not mask a value that is an alphabet, alphanumeric, invalid number, or SIP number such as a remote name. If the remote and remote name displayable fields contain any such value, PII masking does not mask it and displays the value as-is.