ATC/Current/AdminGuide/GDPR - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:00Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Gayathri.jaishankar@genesys.com: Published

2021-09-27T09:22:22Z

Published

Gayathri.jaishankar@genesys.com: Published

2021-08-10T11:54:29Z

Published

Barbara.martin@genesys.com: Published

2021-05-05T10:41:33Z

Published

Barbara.martin@genesys.com: Published

2021-05-04T12:03:14Z

Published

Barbara.martin@genesys.com: Published

2021-04-14T15:31:26Z

Published

Barbara.martin@genesys.com: Published

2021-04-14T12:36:56Z

Published

Barbara.martin@genesys.com: Published

2020-12-17T16:29:28Z

Published

Barbara.martin@genesys.com: Published

2020-12-15T13:05:36Z

Published

Barbara.martin@genesys.com: Published

2020-11-19T15:09:01Z

Published

@@ Line 9: / Line 9: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{NoteFormat|This article only applies to customers using {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
+|structuredtext={{NoteFormat|This article only applies to customers using {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud CX customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
 For web messaging, tracking starts as soon as you deploy Genesys Messenger to your web site. Deployment implies acknowledgment that you are aware of the implications of capturing data.|}}
@@ Line 16: / Line 16: @@
 |sectionHeading=GDPR compliance
 |alignment=Vertical
-|structuredtext=As part of the Genesys Cloud platform, Genesys Predictive Engagement complies with GDPR regulations. For more information about Genesys Cloud and GDPR, see [https://help.mypurecloud.com/articles/?p=161527 Genesys Cloud and GDPR compliance].
+|structuredtext=As part of the Genesys Cloud CX platform, Genesys Predictive Engagement complies with GDPR regulations. For more information about Genesys Cloud CX and GDPR, see [https://help.mypurecloud.com/articles/?p=161527 Genesys Cloud CX and GDPR compliance].
-Genesys Cloud provides a [https://developer.genesys.cloud/api/rest/v2/generaldataprotectionregulation/index.html GDPR API]. The GDPR API is the preferred self-service solution for Genesys Cloud customers to respond to GDPR requests. The GDPR API enables responses to data subject requests to access, rectify, or delete their personal data in Genesys Cloud.
+Genesys Cloud CX provides a [https://developer.genesys.cloud/api/rest/v2/generaldataprotectionregulation/index.html GDPR API]. The GDPR API is the preferred self-service solution for Genesys Cloud CX customers to respond to GDPR requests. The GDPR API enables responses to data subject requests to access, rectify, or delete their personal data in Genesys Cloud CX.
 |Status=No
 }}{{Section

@@ Line 25: / Line 25: @@
 |structuredtext=For the purposes of GDPR compliance, Genesys is a data processor on behalf of customers who use the Genesys Predictive Engagement product. You, our customers, are the data controllers of the personal data that you collect from your end customers, the data subjects. This article describes how to adhere to GDPR consent requirements, should you identify consent as the most appropriate lawful basis for processing personal data. Note that there is no ‘right’ or ‘wrong’ lawful basis for processing personal data; the GDPR requires that data controllers consider the most appropriate lawful basis. For more information about what to consider when determining the most appropriate lawful basis, see [https://ico.org.uk/for-organisations/gdpr-resources/lawful-basis-interactive-guidance-tool/ Lawful basis interactive guidance tool].
-Genesys Predictive Engagement collects data about visitors' activities on business websites. It uses machine learning and AI to analyze customer-generated events (page views, searches, form-fills, and chats) to determine the probability of a specific customer achieving a specific outcome. An outcome is an event the business wants to maximize or minimize. Example outcomes are making a purchase, signing up for a webinar, or filling out a complex form online. For more information about how Genesys Predictive Engagement uses cookies to track visitor activity on websites, see [[Draft:ATC/Current/SDK/Cookie usage|Cookies]].
+Genesys Predictive Engagement collects data about visitors' activities on business websites. It uses machine learning and AI to analyze customer-generated events (page views, searches, form-fills, and chats) to determine the probability of a specific customer achieving a specific outcome. An outcome is an event the business wants to maximize or minimize. Example outcomes are making a purchase, signing up for a webinar, or filling out a complex form online. For more information about how Genesys Predictive Engagement uses cookies to track visitor activity on websites, see {{Link-SomewhereInThisVersion|manual=SDK|topic=Cookie_usage|display text=Cookies}}.
 Businesses use end-customer data that Genesys Predictive Engagement collects for three primary purposes:
@@ Line 59: / Line 59: @@
 |sectionHeading=Stop tracking
 |alignment=Vertical
-|structuredtext=For more information about how to stop tracking when a visitor revokes consent, see [[Draft:ATC/Current/SDK/Web tracking API#StopTracking|Stop tracking if a customer revokes consent]].
+|structuredtext=For more information about how to stop tracking when a visitor revokes consent, see {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_tracking_API|anchor=StopTracking|display text=Stop tracking if a customer revokes consent.}}
 |FAQHeading=How to stop tracking if a visitor revokes consent
 |Status=No
 }}
 }}

@@ Line 8: / Line 8: @@
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{BarbFeatureTemp|Feature=Web messaging}}This article applies only to customers using web chat. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
+|structuredtext={{NoteFormat|This article only applies to customers using {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
-For web messaging, tracking starts as soon as you deploy Genesys Messenger to your web site. Deployment implies acknowledgment that you are aware of the implications of capturing data.
+For web messaging, tracking starts as soon as you deploy Genesys Messenger to your web site. Deployment implies acknowledgment that you are aware of the implications of capturing data.|}}
 |Status=No
 }}{{Section
@@ Line 22: / Line 18: @@
 |structuredtext=As part of the Genesys Cloud platform, Genesys Predictive Engagement complies with GDPR regulations. For more information about Genesys Cloud and GDPR, see [https://help.mypurecloud.com/articles/?p=161527 Genesys Cloud and GDPR compliance].
-Genesys Cloud provides a [https://developer.genesys.cloud/api/rest/v2/generaldataprotectionregulation/index.html GDPR API]. The GDPR API as the preferred self-service solution for Genesys Cloud customers to respond to GDPR requests. The GDPR API enables responses to data subject requests to access, rectify, or delete their personal data in Genesys Cloud.
+Genesys Cloud provides a [https://developer.genesys.cloud/api/rest/v2/generaldataprotectionregulation/index.html GDPR API]. The GDPR API is the preferred self-service solution for Genesys Cloud customers to respond to GDPR requests. The GDPR API enables responses to data subject requests to access, rectify, or delete their personal data in Genesys Cloud.
 |Status=No
 }}{{Section
@@ Line 33: / Line 29: @@
 Businesses use end-customer data that Genesys Predictive Engagement collects for three primary purposes:
-*Customer support - proactive or AI-driven engagement via chat and callback offers;
+*Customer support - proactive or AI-driven engagement through chat and callback offers;
-*Sales engagement - proactive or AI engagement via chat, callbacks, and content offers;
+*Sales engagement - proactive or AI engagement through chat, callbacks, and content offers;
-*Marketing - proactive or AI; for example, sign-up for an event or webinar via content offer.
+*Marketing - proactive or AI; for example, sign-up for an event or webinar through a content offer.
-If you are still unsure as to whether you should obtain the data subject's consent to process their personal data, you may wish to consult your legal advisor.{{NoteFormat|Genesys does not pass end-customer personal data processed through Genesys Predictive Engagement to any advertising or re-targeting companies. End-customer personal data processed through Genesys Predictive Engagement may be shared with business-integrated tools such as Salesforce and Marketo. Sharing only happens when one of our business customers configures that behavior for their organization.|}}
+If you are still unsure whether you should obtain the data subject's consent to process their personal data, consult your legal advisor.{{NoteFormat|Genesys does not pass end-customer personal data processed through Genesys Predictive Engagement to any advertising or re-targeting companies. End-customer personal data processed through Genesys Predictive Engagement may be shared with business-integrated tools such as Salesforce and Marketo. Sharing only happens when one of our business customers configures that behavior for their organization.|}}
 |Status=No
 }}{{Section
 |sectionHeading=Conditions for consent
 |alignment=Vertical
-|structuredtext=If you have identified consent as the most appropriate lawful basis for processing end customer personal data, then the following conditions should be met when obtaining consent:
+|structuredtext=If you identified consent as the most appropriate lawful basis for processing end customer personal data, then the following conditions should be met when obtaining consent:
 *You must be able to demonstrate that the data subject has consented to processing of his or her personal data. That means you should maintain a record or audit trail of consent being given.
@@ Line 52: / Line 48: @@
 *When assessing whether consent is freely given, utmost account shall be taken of whether, among other things, the performance of a contract, including the provision of a service, is conditional on consent to the processing of personal data that is not necessary for the performance of that contract.
-If you have identified consent as the most appropriate lawful basis for processing end customer personal data, then you should consider what consent has been given before calling the following functions.
+If you identified consent as the most appropriate lawful basis for processing end customer personal data, consider what consent was given before calling the following functions:
-The <code>ac('identify',...),</code> function is used to identify visitors.
+*<code>ac('init',...)</code> starts Genesys Predictive Engagement tracking on your website
 For more information about these functions and others where you might need to consider consent, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=Tracking with Predictive Engagement}}.{{NoteFormat|If you require consent to be GDPR-compliant, obtain that consent before passing any personally identifiable data to Genesys Predictive Engagement.|}}

@@ Line 13: / Line 13: @@
 |structuredtext={{BarbFeatureTemp|Feature=Web messaging}}This article applies only to customers using web chat. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
-For web messaging, tracking starts as soon as you deploy web messenger to your web site. Deployment implies acknowledgment that you are aware of the implications of capturing data.
+For web messaging, tracking starts as soon as you deploy Genesys Messenger to your web site. Deployment implies acknowledgment that you are aware of the implications of capturing data.
 For more information about Genesys Cloud and GDPR, see [https://help.mypurecloud.com/articles/?p=161527 Genesys Cloud and GDPR compliance].

@@ Line 60: / Line 60: @@
 The <code>ac('identify',...),</code> function is used to identify visitors.
-For more information about these functions and others where you might need to consider consent, see [[Draft:ATC/Current/AdminGuide/About tracking|About tracking with Genesys Predictive Engagement]].{{NoteFormat|If you require consent to be GDPR-compliant, obtain that consent before passing any personally identifiable data to Genesys Predictive Engagement.|}}
+For more information about these functions and others where you might need to consider consent, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=Tracking with Predictive Engagement}}.{{NoteFormat|If you require consent to be GDPR-compliant, obtain that consent before passing any personally identifiable data to Genesys Predictive Engagement.|}}
 |Status=No
 }}{{Section

@@ Line 4: / Line 4: @@
 |TocName=General Data Protection Regulation
 |Context=Learn how to use {{MINTYDOCSPRODUCT}} in a GDPR-compliant way.
 |ComingSoon=No
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud

@@ Line 26: / Line 26: @@
 |sectionHeading=Genesys Predictive Engagement considerations
 |alignment=Vertical
-|structuredtext=For the purposes of GDPR compliance, Genesys is a data processor on behalf of customers who use the Genesys Predictive Engagement product. You, our customers, are the data controllers of the personal data you collect from your end customers, the data subjects. This article describes how to adhere to GDPR consent requirements, should you identify consent as the most appropriate lawful basis for processing personal data. Note that there is no ‘right’ or ‘wrong’ lawful basis for processing personal data; the GDPR requires that data controllers consider the most appropriate lawful basis. For more information about what to consider when determining the most appropriate lawful basis, see [https://ico.org.uk/for-organisations/gdpr-resources/lawful-basis-interactive-guidance-tool/ Lawful basis interactive guidance tool].
+|structuredtext=For the purposes of GDPR compliance, Genesys is a data processor on behalf of customers who use the Genesys Predictive Engagement product. You, our customers, are the data controllers of the personal data that you collect from your end customers, the data subjects. This article describes how to adhere to GDPR consent requirements, should you identify consent as the most appropriate lawful basis for processing personal data. Note that there is no ‘right’ or ‘wrong’ lawful basis for processing personal data; the GDPR requires that data controllers consider the most appropriate lawful basis. For more information about what to consider when determining the most appropriate lawful basis, see [https://ico.org.uk/for-organisations/gdpr-resources/lawful-basis-interactive-guidance-tool/ Lawful basis interactive guidance tool].
 Genesys Predictive Engagement collects data about visitors' activities on business websites. It uses machine learning and AI to analyze customer-generated events (page views, searches, form-fills, and chats) to determine the probability of a specific customer achieving a specific outcome. An outcome is an event the business wants to maximize or minimize. Example outcomes are making a purchase, signing up for a webinar, or filling out a complex form online. For more information about how Genesys Predictive Engagement uses cookies to track visitor activity on websites, see [[Draft:ATC/Current/SDK/Cookie usage|Cookies]].
@@ Line 55: / Line 55: @@
 The <code>ac('init',...)</code> function starts Genesys Predictive Engagement tracking on your website.
-The <code>ac('record',...)</code> function allows Genesys Predictive Engagement tracking of custom user actions on your website.
+The <code>ac('record',...)</code> function allows Genesys Predictive Engagement tracking of custom visitor actions on your website.
-The <code>ac('identify',...),</code> function is used to identify end-users.
+The <code>ac('identify',...),</code> function is used to identify visitors.
 For more information about these functions and others where you might need to consider consent, see [[Draft:ATC/Current/AdminGuide/About tracking|About tracking with Genesys Predictive Engagement]].{{NoteFormat|If you require consent to be GDPR-compliant, obtain that consent before passing any personally identifiable data to Genesys Predictive Engagement.|}}

@@ Line 51: / Line 51: @@
 For more information on how to stop tracking if a visitor revokes consent, see {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_tracking_API|anchor=StopTracking|display text=Stop tracking if a customer revokes consent}}.
 ==View audits==
-{{MINTYDOCSPRODUCT}} events are captured in the audit log. This includes the change history of segments, outcomes, and clickstream settings. For information on how to see these audits, see [https://help.mypurecloud.com/articles/about-the-audit-log-viewer/ About the audit log viewer].
+{{MINTYDOCSPRODUCT}} events are captured in the audit log. This includes the change history of segments, outcomes, and clickstream settings. For information on how to see these audits, see [https://help.mypurecloud.com/articles/?p=161404 About the audit log viewer].
 [[File:Audits.png]]
 [[Category:V:ATC:Draft]]