Implementing Dynamic Data Redaction Policies for Agent Workspaces

How-To-Articles
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Implementing Dynamic Data Redaction Policies for Agent Workspaces

What This Guide Covers

This masterclass details the implementation of Dynamic Data Redaction (Masking) within the Genesys Cloud Agent Workspace. By the end of this guide, you will be able to configure policies that automatically redact sensitive information-such as Credit Card numbers, Social Security Numbers (SSNs), and API keys-from interaction transcripts (Chat, Email, Message) and screen recordings in real-time. This is a foundational requirement for PCI-DSS, HIPAA, and GDPR compliance.

Prerequisites, Roles & Licensing

Data redaction is a global administrative function that impacts both real-time interactions and historical storage.

  • Licensing: Genesys Cloud CX 1, 2, or 3 with Quality Management (for recording redaction).
  • Permissions:
    • Security > Policy > View/Edit
    • Quality > Policy > View/Edit
  • OAuth Scopes: security, quality.

The Implementation Deep-Dive

1. Understanding the Three Layers of Redaction

Redaction in Genesys Cloud occurs at three distinct levels:

  1. Transport Redaction: Masking data as it enters the platform (Digital transcripts).
  2. Display Redaction: Masking data in the Agent Script or UI but keeping it in the database (via Custom Scripts).
  3. Storage Redaction: Scrubbing data from recordings and transcripts after the interaction ends.

2. Implementing Digital Transcript Redaction (RegEx)

For digital channels (Web Messaging, SMS, Social), you can define Global Redaction Policies based on Regular Expressions (RegEx).

Implementation Pattern:

  1. Navigate to Admin > Quality > Redaction Settings.
  2. Define a Masking Rule for Credit Cards: \b(?:\d[ -]*?){13,16}\b.
  3. Choose the Replacement Character (e.g., *).

Architectural Reasoning:
By masking at the platform level, you ensure that even if an agent takes a screenshot or a supervisor views a live interaction, the sensitive data is already obfuscated. This significantly reduces the scope of your PCI-DSS compliance audits.

3. Automated Recording Redaction (Secure Pause vs. AI Redaction)

For voice calls, you must redact sensitive audio segments and the associated screen recordings.

The Trap:
Relying solely on “Manual Secure Pause” (where the agent clicks a button). Agents often forget to click it, or click it too late, leading to “Compliance Bleed” (leaked PII in the recording).
The Solution: Implement Automated Secure Pause via Architect and AI-Driven Audio Scrubbing.

  • Architect: Use a “Secure Flow” for credit card collection; Genesys Cloud automatically stops recording during this flow.
  • AI Scrubbing: Use Genesys Cloud Speech Analytics to detect patterns in the audio and automatically mute the recording during the playback for any segment identified as a “Numeric Sequence.”

4. Dynamic Script Masking for Agent Inputs

In the Agent Scripting tool, you can use the Masked Input component.

Implementation Step:
When building an agent script for “Customer Intake,” use the Masked Text Box. Set the Mask Type to “Credit Card.” This ensures that as the agent types the number provided by the customer, it is masked on their screen, preventing over-the-shoulder data theft.

Validation, Edge Cases & Troubleshooting

Edge Case 1: False Positives in Redaction

  • The failure condition: Customer ZIP codes or Order Numbers are being incorrectly masked as Credit Card segments.
  • The root cause: Overly broad RegEx patterns.
  • The solution: Use Negative Lookahead or Contextual Validation in your RegEx. Instead of just matching 16 digits, look for keywords like “Card” or “CVV” in the surrounding 50 characters before applying the mask.

Edge Case 2: Redaction “Leakage” in Internal Notes

  • The failure condition: An agent copies a credit card number from a chat and pastes it into the “Internal Note” field of the interaction.
  • The root cause: Global redaction policies often exclude internal metadata fields by default.
  • The solution: Enable Attribute Masking for all Participant Data fields. This ensures that even if sensitive data is moved into a custom attribute or note, the platform-level masking policy still applies.

Official References