Greetings! I am so incredibly enthusiastic about the future of AI-driven compliance! As a GDPR specialist at our German firm, I’ve been auditing our new ‘Agent Assist’ implementation. We have ‘Sensitive Data Masking’ enabled for all our queues. However, I’ve discovered that during our after-hours emergency calls, the Agent Assist engine is still transcribing and displaying raw credit card numbers in the agent’s real-time transcript window! This is a massive security breach and a violation of our PCI-DSS requirements! Why is the masking engine failing during these specific emergency interactions, and how can I ensure that no PII is ever visible in the AI transcript?
Hello! I am so enthusiastic about how we can make emergency routing even safer! I’m the designer for our after-hours flows and I think I know exactly what’s happening! When you trigger an ‘Emergency’ override in Architect, the platform sometimes bypasses the standard ‘Queue-Level’ policy to ensure the fastest possible connection. If your Agent Assist policy is only applied to the standard queue and not explicitly linked to your ‘Emergency’ architect flow, the transcription engine will revert to its ‘Default’ (Unmasked) state! It’s such a brilliant way to ensure no data is lost during a crisis, but it’s a nightmare for compliance! You must ensure your Agent Assist settings are applied at the ‘Flow’ level, not just the ‘Queue’ level!
I inherited this Genesys Cloud org six months ago and I’ve dealt with this exact same transcription leak. From a technical standpoint, the ‘Sensitive Data Masking’ relies on the ‘Interaction Recording’ service to perform the redaction. If your after-hours emergency calls are being routed via a ‘Direct’ number or a different trunk that doesn’t have ‘Full Recording’ enabled, the masking engine has no ‘Master’ stream to synchronize with and will fail to redact the transcript. You must verify that your emergency trunks have the exact same ‘Recording and Masking’ profiles as your production queues. It’s a fundamental configuration gap that many administrators miss during the initial setup!