Data Protection Rules

With Data Protection Rules you define how contact center data in a data destination is protected. If an item is selected for protection, it is saved with protected string in the corresponding destination’s monitoring or reporting table, and that string is shown in Dashboard, Communication Panel, Online Monitoring or Reporting that uses that destination.

In the default rule, Common Data Protection Rules, the following items are protected by default and they cannot be shown in Online Monitoring or Reporting:

  • External Participant

  • Transfer Number

  • Consultation Links

  • Conference Link

  • Recording File

Configuring Data Protection Rule

  1. On the System Configurator main screen, choose Reporting > Data Protection Rules.

  2. Choose the Common Data Protection Rules to edit the default rule, or click Add New to add a new rule.

  3. For a new one, enter a unique, descriptive name.

  4. To protect each of the listed items, select the checkbox in front of the item.

    CAUTION:

    When starting to make a new rule, all items are unprotected, also the ones listed in the default rule. Make sure you select all required items for protection.

  5. Save your entries.

Data Destinations

In the Data Destinations table you can view which destinations use this rule.