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Depending on the type of services that your contact center provides, incoming chats may contain some sensitive data that could pose Internet security risks. Examples of such data include payment card numbers, access codes, social security numbers, and clients’ personal health information. The handling of such data may be governed by various laws, industry security standards, as well as internal policies of your organization. Thus, while reviewing incoming mail, you may be expected to identify such data and make sure it is masked before the email is further processed and stored. (Data masking is the process of hiding original data by replacing it with random characters.)
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Depending on the type of services that your contact center provides, incoming chats or emails may contain some sensitive data that could pose Internet security risks. Examples of such data include payment card numbers, access codes, social security numbers, and clients’ personal health information. The handling of such data may be governed by various laws, industry security standards, as well as internal policies of your organization, which may require that sensitive data be masked. (Data masking is the process of hiding original data by replacing it with random characters.)  
  
 
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It is possible to mask sensitive data not only in emails, but also in chats. To mask a fragment of an incoming chat, you must first set up the functionality in the Contact Center Administrator application in ''Configuration > Security > Text Masking''.
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Masking can be done manually by the agents reviewing the incoming interactions and/or automatically where the system checks incoming data against some preconfigured data patterns. This article explains how to configure automatic masking. For manual data masking, see the ''Agent Guide'', section [[Agent-guide/Tutorials/Cases/HowtoMaskSensitiveData|''How to Remove Sensitive Data from Emails'']].
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[[File:CCA-Security-TM-5399email.PNG|800px|thumb|center|Security > Text Masking]]
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== Properties == <!--T:3-->
 
== Properties == <!--T:3-->
In the properties pane that appears, check the box for '''Mask sensitive data in web chat'''. This enables text masking. Then click '''add''' to add values.
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=== Mask sensitive data in web chat ===
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When enabled, this setting automatically masks the text of any incoming chats that match the regex defined in [[#Patterns|Patterns]].
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=== Mask sensitive data in incoming emails ===
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When enabled, this setting automatically masks the text of any incoming emails that match the regex defined in Patterns. Note that both text and HTML versions of email bodies will be scanned and masked.
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=== Patterns ===
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The ''Patterns'' property is where you define incoming chat and email [https://en.wikipedia.org/wiki/Regular_expression regex] masks. To define a mask, click '''add''' to add the following values.
  
 
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* '''Name''' - The name of your mask (anything you like)
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* '''Name''' - The name of your mask (e.g., "SSN")
  
 
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[[File:Mask-Sensitive-Data-in-Chat.png|650px|thumb|center|Check the box to mask sensitive data]]
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[[File:CCA-Security-TM-Patterns-5399email.PNG|650px|thumb|center|Select a box to mask sensitive data]]
  
  
 
=== Example Masks === <!--T:7-->
 
=== Example Masks === <!--T:7-->
Masks require [https://en.wikipedia.org/wiki/Regular_expression regex] syntax. After entering an expression, click '''Apply''' to save your changes. Saving masks will cause any such sensitive data in chats to be "masked" in subsequent chats on the Agent Desktop application. Masking sensitive data ensures that when the chat conversation is saved, or when the chat transcript is provided to the customer or other users via email, the customer's confidential personal information is hidden.
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Masks require [https://en.wikipedia.org/wiki/Regular_expression regex] syntax. After entering an expression, click '''Apply''' to save your changes. Saving masks will cause any matching data element in chat and/or email messages to be "masked" in subsequent chats on the Agent Desktop application.  
  
 
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'''Note''': Each expression must be entered separately.
 
'''Note''': Each expression must be entered separately.
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These masks will hide credit card numbers that are provided by customers in incoming chats. Note that the name (Visa, Amex, MC, etc.) of each mask does not affect the mask settings.
 
These masks will hide credit card numbers that are provided by customers in incoming chats. Note that the name (Visa, Amex, MC, etc.) of each mask does not affect the mask settings.
 
 
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[[File:CCA-Security-Text-Masking-Credit-Cards-54.PNG|650px|thumb|center|Text Masking can be used to hide credit card numbers, as shown in this example]]
 
  
  
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This mask will hide a Social Security number that may be provided by customers in incoming chats. Note that the name of the mask does not affect the mask setting.
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This mask will hide Social Security numbers that may be provided by customers in incoming chats.  
 
 
 
 
 
 
 
 
 
 
 
 
  
  

Latest revision as of 21:34, 13 October 2021

• 5.8

Text Masking

Depending on the type of services that your contact center provides, incoming chats or emails may contain some sensitive data that could pose Internet security risks. Examples of such data include payment card numbers, access codes, social security numbers, and clients’ personal health information. The handling of such data may be governed by various laws, industry security standards, as well as internal policies of your organization, which may require that sensitive data be masked. (Data masking is the process of hiding original data by replacing it with random characters.)

Masking can be done manually by the agents reviewing the incoming interactions and/or automatically where the system checks incoming data against some preconfigured data patterns. This article explains how to configure automatic masking. For manual data masking, see the Agent Guide, section How to Remove Sensitive Data from Emails.


Security > Text Masking


Properties

Mask sensitive data in web chat

When enabled, this setting automatically masks the text of any incoming chats that match the regex defined in Patterns.

Mask sensitive data in incoming emails

When enabled, this setting automatically masks the text of any incoming emails that match the regex defined in Patterns. Note that both text and HTML versions of email bodies will be scanned and masked.

Patterns

The Patterns property is where you define incoming chat and email regex masks. To define a mask, click add to add the following values.

  • Name - The name of your mask (e.g., "SSN")
  • Mask - The string of values that will identify the contents of the sensitive data and replace it with a string of asterisks (i.e., ****************)


Select a box to mask sensitive data


Example Masks

Masks require regex syntax. After entering an expression, click Apply to save your changes. Saving masks will cause any matching data element in chat and/or email messages to be "masked" in subsequent chats on the Agent Desktop application.

Note: Each expression must be entered separately.


Credit card masking:

  • Visa: 4[0-9]{3}[ -]*[0-9]{4}[ -]*[0-9]{4}[ -]*[0-9]{4}
  • American Express (Amex): 3[0-9 -]{13,18}
  • MasterCard (MC): 5[1-5][0-9]{2}[ -]*[0-9]{4}[ -]*[0-9]{4}[ -]*[0-9]{4}
  • Diner's Club: 3(?:0[0-5]|[68][0-9])[0-9]{11}
  • Discover:
    • 65[4-9][0-9][ -]*[0-9]{4}[ -]*[0-9]{4}[ -]*[0-9]{4}
    • 64[4-9][0-9][ -]*[0-9]{4}[ -]*[0-9]{4}[ -]*[0-9]{4}
    • 6011[ -]*[0-9]{4}[ -]*[0-9]{4}[ -]*[0-9]{4}
    • 6221[ -]*2[6-9][0-9]{2}[ -]*[0-9]{4}[ -]*[0-9]{4}
    • 6221[ -]*[3-9][0-9]{3}[ -]*[0-9]{4}[ -]*[0-9]{4}
    • 622[2-8][ -]*[0-9]{4}[ -]*[0-9]{4}[ -]*[0-9]{4}
    • 6229[ -]*[01][0-9]{3}[ -]*[0-9]{4}[ -]*[0-9]{4}
    • 6229[ -]*2[0-5][0-9]{2}[ -]*[0-9]{4}[ -]*[0-9]{4}

These masks will hide credit card numbers that are provided by customers in incoming chats. Note that the name (Visa, Amex, MC, etc.) of each mask does not affect the mask settings.


Social security number masking:

  • \d{3}[- ]?\d{2}[- ]?\d{4}


Use text masking to hide Social Security numbers


This mask will hide Social Security numbers that may be provided by customers in incoming chats.


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