Contact Center Administrator Guide

Encryption Settings

Recordings and transcripts of all your contact center interactions can be encrypted while they are stored in the Bright Pattern Contact Center system.

Before you can use the encryption capability, it must be enabled for your contact center at the service provider level.

To enable encryption, select the checkbox for the items that you intend to store encrypted:

  • Encrypt chat transcripts
  • Encrypt SMS transcripts
  • Encrypt stored email messages and attachments
  • Encrypt screen recordings
  • Encrypt voice recordings and transcripts

Note that encryption of call recordings is configured for each service separately.

Quality Management > Encryption

When you export any encrypted items out of the system, they will be unencrypted for export.

For more information about the method and keys used for encryption, see section Encryption Key Management.

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