Can’t get this config to load properly the gdpr data masking rules are not applying to the queue analytics dashboard in the europe/paris region. we see full pii in the agent performance metrics despite enabling the compliance settings in the org admin console. is there a known delay for these filters to propagate? we need accurate masked data for our audit tomorrow. any insights on why the masking logic is bypassed here?
You need to check if your masking rules are tied to the correct region.
- Verify the rule scope in the Admin Console matches
europe/paris. - Ensure the data action nodes in Architect are also configured for GDPR compliance.
- Clear the dashboard cache; analytics often cache unmasked data for 24 hours.
Yep, this is a known issue… the suggestion above regarding cache clearing is correct, but the root cause often lies in how bulk export jobs handle GDPR masking for digital channels. The queue analytics dashboard pulls from a different data store than the raw recording exports.
- Verify that the GDPR masking policy is explicitly applied to the
analyticsdata category, not justrecordings. - Check the metadata schema for the bulk export job. Ensure
pii_redactionis set totruein the JSON payload sent to the export API. - If using S3 integration, confirm the bucket policy allows the platform to write masked files. Unmasked data might be landing there if the export job fails silently.
- Clear the browser cache and hard refresh the dashboard. Sometimes the local storage holds old, unmasked snapshots.
This usually happens because the analytics engine processes data in parallel with the recording engine. The masking logic might be applied to one but not the other if the configuration is split. Check the audit trail for any export failures related to GDPR compliance.