Under PCI (Payment Card Industry) data, Genesys Cloud redacts the following entities:

  • Credit card and debit card numbers
  • Card expiration date
  • Card Verification Value (CVV) or Card Identification (CID) number, a three-digit or four-digit number printed on the front or back of the card
  • Person name

Under PII (Personally Identifiable Information) data, Genesys Cloud redacts the following entities:

  • User information (user names)
  • Phone number
  • Email address
  • Person name
  • Zip or postal code
  • Passwords
  • Locations
  • National Identification Number
  • Other PII data (for example, passport number, license plate number, bank account number, and other account numbers).

  • A person’s name classifies as PCI if it is near a credit card name. If the name is not in near a credit card name, it is considered as PII.
  • Locations encompass countries, cities, and addresses.
  • Coverage for a National Identification Number is only available for the following countries:
    • Australia
    • Canada
    • UK
    • US


Currently, you can turn on/off PCI and PII data redaction using the following two toggles, but you cannot select which individual entities to redact:

  • Sensitive Data Redaction for Payment Cards
  • Sensitive Data Redaction for Personal Information