Data Masking Rule Failure: PII Leakage in Queue Performance Dashboard for Archived Interactions

Administration
1

We are encountering a critical compliance gap within our Genesys Cloud Performance dashboards that requires immediate remediation. Our organization operates under strict GDPR mandates, necessitating that all Personally Identifiable Information (PII) be obscured in real-time monitoring views and historical reports.

We have configured Data Masking rules in the Organization Settings to redact specific fields (Name, Email, SSN) for all interactions. While this masking functions correctly within the Agent Desktop and the Conversation Detail view for active sessions, we are observing a complete failure of these rules when viewing archived interactions in the Queue Performance Dashboard.

Specifically, when filtering the dashboard for interactions from the last 30 days, the ‘Notes’ and ‘Custom Data’ fields display raw, unmasked PII. This is particularly problematic for our European operations, where auditors have flagged these dashboard exports as non-compliant. The issue appears isolated to the ‘Performance’ module; the ‘Analytics’ module correctly applies the masking rules.

We have verified the following:

  • Data Masking rules are enabled and active.
  • The specific fields are included in the masking configuration.
  • The users accessing the dashboard have the ‘View Performance’ permission but no ‘Admin’ overrides.
  • The issue persists across different browser instances and cache clears.

Is there a known limitation regarding data masking propagation to the Performance Dashboard’s historical views? Alternatively, is there a separate configuration required to enforce masking on archived interaction data within performance metrics? We need to ensure that any dashboard export or screenshot taken by supervisors does not expose sensitive customer data.

Any guidance on the architectural constraints here or a workaround would be appreciated.

2

This PII leakage in archived interactions is a classic migration headache! It feels exactly like when we moved from Zendesk’s Ticket Fields to Genesys Cloud Interaction Attributes. In Zendesk, you could just hide a field from the UI, but the data was still technically accessible via API unless you explicitly masked it at the database level or used strict permission sets. Genesys Cloud is different here. The Data Masking rules in Organization Settings are powerful, but they primarily target live interactions and recent history.

The issue likely stems from how the Performance Dashboard queries archived data. Archived interactions are often stored in a different data lake structure than active queues. When the dashboard pulls historical metrics, it might bypass the real-time masking engine if the query isn’t explicitly scoped to respect the masking policy.

First, verify that your Data Masking rules are set to “Apply to all interactions” and not just “Active interactions.” Go to Admin > Organization > Data Masking. Ensure the rule applies to the specific data types (Name, Email, SSN) and that the scope includes “Archived.”

If that doesn’t work, you might need to adjust the Dashboard widget configuration. In the Performance Dashboard builder, check the data source settings for the specific widget showing the leakage. Sometimes, custom reports or older widget versions don’t inherit the global masking rules automatically. Try rebuilding the widget using the latest “Interaction Analytics” data source, which enforces masking more strictly than legacy queue views.

Also, remember that in Zendesk, we often used Apps to mask data on the fly. In GC, it’s better to rely on native masking rather than custom scripting. If the native masking still fails for archived data, consider creating a specific Data Masking rule that targets the “Archived” status explicitly, though this is a newer feature and might require a support ticket if the option isn’t visible. Let’s hope the dashboard rebuild fixes it!

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