DES/Current/Designer/PII - Revision history

WikiSysop at 16:00, September 21, 2022

2022-09-21T16:00:39Z

WikiSysop at 16:45, August 31, 2022

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WikiSysop at 13:15, July 12, 2022

2022-07-12T13:15:37Z

WikiSysop at 13:00, July 12, 2022

2022-07-12T13:00:39Z

WikiSysop at 12:45, July 12, 2022

2022-07-12T12:45:37Z

Julie.munn@genesys.com: Published

2021-12-09T17:39:38Z

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Julie.munn@genesys.com: Published

2021-11-24T19:21:34Z

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Brian.marshall@genesys.com: Published

2021-08-03T13:12:27Z

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Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/PII to DES/Current/Designer/PII: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:57:53Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/PII to DES/Current/Designer/PII: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Julie.munn@genesys.com: Published

2021-04-01T17:26:07Z

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{{Article
|Standalone=No
|DisplayName=Manage personally identifiable information
|TocName=Manage PII
|Context=Learn how to assign rules and actions to incoming chat messages to protect your customers' private information.
|ComingSoon=No
|Role=Administrator
|Application=Designer
|Section={{Section
|alignment=Vertical
|structuredtext=Use PII Rules Management to assign rules to all incoming messages in chat, SMS, WhatsApp, Facebook Messenger, and Twitter DM. These rules use regular expressions to detect private information that you can mask with the replacement text of your choice. For example, you could mask a phone number like this: (###)###-####{{NoteFormat|Privacy rules are not applied to outgoing messages, such as those sent by a Designer application, an agent, or a bot.|}}You can create rules for any alphanumeric string that follows a defined pattern represented by a regular expression. When the rule finds a match, it masks the data with a custom-defined string. Here are some common private fields that you can match with a rule:

*Account number
*Credit card number
*Phone number
*Email address
*Date of birth

Access PII Rules Management under the '''Digital Resources''' menu.[[File:Des PII overview.png]]
|Status=No
}}{{Section
|sectionHeading=Create or edit a rule
|anchor=Create
|alignment=Horizontal
|Media=Image
|image=Des_PII_new_rule.png
|structuredtext=When you create a rule, a '''New Rule''' view opens on the right side of the page. To begin, give your rule a name and a brief description.

Next, choose when to apply the rule to the message by selecting the '''Scope''':

*ALL - The rule is applied right after the user sends a message during the interaction. The masked data is permanently removed for the message.
*AGENT - The rule is applied when the user's message displays to the agent.
*HISTORY - The rule is applied when the message is saved to the system for historical purposes.

{{NoteFormat|If you need to mask Agent and History, then you must create two rules with the same expression but different scope.|}}

The '''Order''' determines the sequence in which rules are applied to the message, starting with the lowest number. The default is 500, but you can choose any value between 0 and 9999. You can also {{Link-SomewhereInThisVersion|manual=Designer|topic=PII|anchor=reorder|display text=update the order}} after the rule is saved.

{{NoteFormat|Genesys does not recommend assigning the same order value to multiple rules in the same scope.|}}

The '''Regular Expression''' determines which information to replace in the message. Your regular expression must use [http://www.ecma-international.org/ecma-262/10.0/index.html#sec-regexp-regular-expression-objects ECMAScript syntax] to define the [[wikipedia:Regular_expression|regular expression]].

The '''Replace with''' string is ***** by default. You can change this value to any pattern that makes sense for your use case. For example, it could be (###)###-#### to mask a phone number.

Finally, don't forget to {{Link-SomewhereInThisVersion|manual=Designer|topic=PII|anchor=test|display text=test your rule}} before saving.
|Status=No
}}{{Section
|sectionHeading=Test a rule
|anchor=test
|alignment=Vertical
|structuredtext=PII Rules Management includes a testing feature you can use to confirm that the rule is working as expected.

To test, open the rule and enter a '''Test message'''. When you click '''Test''', the '''Test result''' field shows how your rule handles the test message.

You can adjust your regular expression and replacement text as needed, just remember to click '''Save''' when you have finished.
|Status=No
}}{{Section
|sectionHeading=Change a rule's status
|anchor=status
|alignment=Vertical
|structuredtext=After you create a rule, you can manage whether it is enabled with the '''Status''' switch ([[File:Des_PII_status.png|link=]]). The switch is off by default, which means the rule is not applied to messages. Any changes to the status take effect immediately.
|Status=No
}}{{Section
|sectionHeading=Reorder a rule
|anchor=reorder
|alignment=Vertical
|structuredtext=After you create a rule, you can change the order in which it is applied. Hover over the '''Order''' cell and increase or decrease the value in increments of 10.

[[File:Des PII order.png|link=https://all.docs.genesys.com/File:Des_PII_order.png]]
|Status=No
}}{{Section
|sectionHeading=Copy a rule
|anchor=copy
|alignment=Vertical
|structuredtext=You can copy an existing rule with the '''Copy''' button ([[File:Des_PII_copy.png|link=]]). This opens the '''New Rule''' view with the copied rule information. The name of the rule includes "_''N''", where "''N''" is the number of the copy. For example: Rule_1, Rule_2, and so on.
|Status=No
}}{{Section
|sectionHeading=Delete a rule
|anchor=delete
|alignment=Vertical
|structuredtext=To delete a rule, just click the delete icon ([[File:Des_PII_delete.png|link=]]). If you just want to disable the rule temporarily, consider {{Link-SomewhereInThisVersion|manual=Designer|topic=PII|anchor=status|display text=changing the rule's status}} instead.
|Status=No
}}{{Section
|sectionHeading=Best practices
|anchor=bestpractices
|alignment=Vertical
|structuredtext=Here are some key best practices for managing personally identifiable information:

#Create the minimum number of privacy rules. It's difficult to analyze and maintain many privacy rules.
#Create the strictest possible regular expressions. For example, if you want to mask a credit card number, make sure you're not masking ''any'' 16-digit number. Your regular expression should be as specific as possible to the data you are masking, such as:
#*Start with a new word
#*End a word
#*Have specific delimiters
#*Have specific numbers in particular positions
|Status=No
}}{{Section
|sectionHeading=Regular expression examples
|anchor=regex
|alignment=Vertical
|structuredtext=Here are some examples of some common regular expressions:

'''Credit Card (Visa and MasterCard only)'''

<source lang="text">(?:^|(?<=[\D;a-zA-Z(),.:;?!"'`>]))(?:4\d{3}|5[1-5]\d{2}|6011|622[1-9]|64[4-9]\d|65\d{2})[ -.=\n\r]{0,10}\d{4}[ -.=\n\r]{0,10}\d{4}[ -.=\n\r]{0,10}\d{4}(?:$|(?=[\Da-zA-Z(),.:;?!"'`<= ]))</source>


'''SSN (Social Security Number - U.S. only)'''

<source lang="text">(?:^|(?<=[\D;a-zA-Z(),.:;?!"'`>]))(?!000|666|9)\d{3}[ -.=\n\r]{0,10}(?!00)\d{2}[ -.=\n\r]{0,10}(?!0000)\d{4}(?:$|(?=[\Da-zA-Z(),.:;?!"'`<= ]))</source>
|Status=No
}}
}}

@@ Line 110: / Line 110: @@
 |structuredtext=Here are examples of some common regular expressions:
-'''Credit Card (Visa and MasterCard only)'''
+'''Credit Card (Visa, MasterCard, and Discover Card only)'''
-<source lang="text">(?:^|(?<=[\D;a-zA-Z(),.:;?!"'`>]))(?:4\d{3}|5[1-5]\d{2}|6011|622[1-9]|64[4-9]\d|65\d{2})[ -.=\n\r]{0,10}\d{4}[ -.=\n\r]{0,10}\d{4}[ -.=\n\r]{0,10}\d{4}(?:$|(?=[\Da-zA-Z(),.:;?!"'`<=&nbsp;]))</source>
+<source lang="text">(?:^|(?<=[\D;a-zA-Z(),.:;?!"'`>]))(?:4\d{3}|5[1-5]\d{2}|6011|622[1-9]|64[4-9]\d|65\d{2})[ -.=\n\r]{0,10}\d{4}[ -.=\n\r]{0,10}\d{4}[ -.=\n\r]{0,10}\d{4}(?:$|(?=[\Da-zA-Z(),.:;?!"'`<= ]))
 <!--'''Phone Number (North America)'''
@@ Line 119: / Line 120: @@
 '''SSN (Social Security Number - U.S. only)'''
-<source lang="text">(?:^|(?<=[\D;a-zA-Z(),.:;?!"'`>]))(?!000|666|9)\d{3}[ -.=\n\r]{0,10}(?!00)\d{2}[ -.=\n\r]{0,10}(?!0000)\d{4}(?:$|(?=[\Da-zA-Z(),.:;?!"'`<=&nbsp;]))</source>
+<source lang="text">(?:^|(?<=[\D;a-zA-Z(),.:;?!"'`>]))(?:\+?1[ -.=\n\r]{0,10})?(?:\(?[2-9][0-9]{2}\)?[ -.=\n\r]{0,10})?[2-9][0-9]{2}[ -.=\n\r]{0,10}[0-9]{4}(?:$|(?=[\Da-zA-Z(),.:;?!"'`<= ]))
 |Status=No
 }}{{Section

@@ Line 20: / Line 20: @@
 ===See how it works===
-The following video shows you how PII rules can be used to protect private information:
+The following video shows how PII rules can be used to protect private information:
-{{Video|id=726965466|Description=Managing Personally Identifiable Information (PII) in Designer|width=600}}
+{{Video|id=726965466|Description=Managing Personally Identifiable Information (PII) in Designer|width=572|height=392}}
 |Status=No
 }}{{Section

@@ Line 22: / Line 22: @@
 The following video shows you how PII rules can be used to protect private information:
-{{Video|id=726965466|Description=Managing Personally Identifiable Information (PII) in Designer}}
+{{Video|id=726965466|Description=Managing Personally Identifiable Information (PII) in Designer|width=600}}
 |Status=No
 }}{{Section

@@ Line 18: / Line 18: @@
 Access PII Rules Management under the '''Digital Resources''' menu.[[File:Des PII overview2.png]]
 |Status=No
 }}{{Section
@@ Line 40: / Line 45: @@
 *HISTORY - The rule is applied when the message is saved to the system for historical purposes. With asynchronous messages, personal information in the active segment of communication is only visible to the agents who own the active interaction. Personal information in the previous communication segments is hidden.
 The '''Regular Expression''' determines which information to replace in the message. You must use [http://www.ecma-international.org/ecma-262/10.0/index.html#sec-regexp-regular-expression-objects ECMAScript syntax] to define the [[wikipedia:Regular_expression|regular expression]]. The regular expression text area also has a dropdown to set flags for global, multi-line, or case-insensitive searching.
 [[File:Des_PII_flags.png]]
 The '''Replace with''' string is ***** by default. You can change this value to any pattern that makes sense for your use case. For example, it could be (###)###-#### to mask a phone number.
 Finally, don't forget to {{Link-SomewhereInThisVersion|manual=Designer|topic=PII|anchor=test|display text=test your rule}} before saving.
@@ Line 113: / Line 120: @@
 <source lang="text">(?:^|(?<=[\D;a-zA-Z(),.:;?!"'`>]))(?!000|666|9)\d{3}[ -.=\n\r]{0,10}(?!00)\d{2}[ -.=\n\r]{0,10}(?!0000)\d{4}(?:$|(?=[\Da-zA-Z(),.:;?!"'`<=&nbsp;]))</source>
 |Status=No
 }}
 }}

@@ Line 24: / Line 24: @@
 |alignment=Horizontal
 |Media=Image
-|image=Des_PII_new_rule2.png
+|image=Des_PII_new_rule3.png
 |structuredtext=When you create a rule, a '''New Rule''' view opens on the right side of the page. To begin, give your rule a name and a brief description.
@@ Line 40: / Line 40: @@
 *HISTORY - The rule is applied when the message is saved to the system for historical purposes. With asynchronous messages, personal information in the active segment of communication is only visible to the agents who own the active interaction. Personal information in the previous communication segments is hidden.
-The '''Regular Expression''' determines which information to replace in the message. You must use [http://www.ecma-international.org/ecma-262/10.0/index.html#sec-regexp-regular-expression-objects ECMAScript syntax] to define the [[wikipedia:Regular_expression|regular expression]]. <!--{{Editgrn open}}The regular expression text area also has a dropdown you can use to set flags for global, multi-line, or case-insensitive searching.{{Editgrn close}}
+The '''Regular Expression''' determines which information to replace in the message. You must use [http://www.ecma-international.org/ecma-262/10.0/index.html#sec-regexp-regular-expression-objects ECMAScript syntax] to define the [[wikipedia:Regular_expression|regular expression]]. The regular expression text area also has a dropdown to set flags for global, multi-line, or case-insensitive searching.
-{{Editgrn open}}JM: Image here{{Editgrn close}}-->
+[[File:Des_PII_flags.png]]
 The '''Replace with''' string is ***** by default. You can change this value to any pattern that makes sense for your use case. For example, it could be (###)###-#### to mask a phone number.

@@ Line 3: / Line 3: @@
 |DisplayName=Manage personally identifiable information
 |TocName=Manage PII
-|Context=Learn how to assign rules and actions to incoming chat messages to protect your customers' private information.
+|Context=Learn how to assign rules and actions to incoming messages, emails, and workitems to protect your customers' private information.
 |ComingSoon=No
 |Role=Administrator
@@ Line 9: / Line 9: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=Use PII Rules Management to assign rules to all incoming messages in chat, SMS, WhatsApp, Facebook Messenger, and Twitter DM. These rules use regular expressions to detect private information that you can mask with the replacement text of your choice. For example, you could mask a phone number like this: (###)###-####{{NoteFormat|Privacy rules are not applied to outgoing messages, such as those sent by a Designer application, an agent, or a bot.|}}You can create rules for any alphanumeric string that follows a defined pattern represented by a regular expression. When the rule finds a match, it masks the data with a custom-defined string. Here are some common private fields that you can match with a rule:
+|structuredtext=Use PII Rules Management to assign rules to all incoming messages in chat, SMS, WhatsApp, Facebook (private and public messages), Twitter (private and public messages), email, and workitems. These rules use regular expressions to detect private information that you can mask with the replacement text of your choice. For example, you could mask a phone number like this: (###)###-####{{NoteFormat|Privacy rules are not applied to outgoing messages, such as those sent by a Designer application, an agent, or a bot.|}}You can create rules for any alphanumeric string that follows a defined pattern represented by a regular expression. When the rule finds a match, it masks the data with a custom-defined string. Here are some common private fields that you can match with a rule:
 *Account number
@@ Line 17: / Line 17: @@
 *Date of birth
-Access PII Rules Management under the '''Digital Resources''' menu.[[File:Des PII overview.png]]
+Access PII Rules Management under the '''Digital Resources''' menu.[[File:Des PII overview2.png]]
 |Status=No
 }}{{Section
@@ Line 24: / Line 24: @@
 |alignment=Horizontal
 |Media=Image
-|image=Des_PII_new_rule.png
+|image=Des_PII_new_rule2.png
 |structuredtext=When you create a rule, a '''New Rule''' view opens on the right side of the page. To begin, give your rule a name and a brief description.
-Next, choose when to apply the rule to the message by selecting the '''Scope''':
+Next, choose the types of '''Media''' for which the the rule should apply. Note: The MESSAGING type represents all chat, SMS, and social media messages.
-*ALL - The rule is applied right after the user sends a message during the interaction. The masked data is permanently removed for the message.
+The '''Order''' determines the sequence in which rules are applied to the message, starting with the lowest number. The default is 500, but you can choose any value between 0 and 9999. You can also {{Link-SomewhereInThisVersion|manual=Designer|topic=PII|anchor=reorder|display text=update the order}} after the rule is saved.
-*AGENT - The rule is applied when the user's message displays to the agent.
-*HISTORY - The rule is applied when the message is saved to the system for historical purposes.
+{{NoteFormat|Genesys does not recommend assigning the same order value to multiple rules in the same scope.|}}
-{{NoteFormat|If you need to mask Agent and History, then you must create two rules with the same expression but different scope.|}}
+Choose when to apply the rule to the message by selecting the '''Scope'''. If you mask the data everywhere inside the system (ALL), then the rule is applied right after the user sends a message during the interaction. The data is permanently removed for the message and can't be retrieved later. '''If the media is an email or workitem, you must choose this option.'''
-The '''Order''' determines the sequence in which rules are applied to the message, starting with the lowest number. The default is 500, but you can choose any value between 0 and 9999. You can also {{Link-SomewhereInThisVersion|manual=Designer|topic=PII|anchor=reorder|display text=update the order}} after the rule is saved.
+If you mask for specific cases, then the system treats the data as follows:
-{{NoteFormat|Genesys does not recommend assigning the same order value to multiple rules in the same scope.|}}
+*AGENT - The rule is applied when the user's message displays to the agent. The data is saved in the system and can be retrieved later.
 The '''Regular Expression''' determines which information to replace in the message. Your regular expression must use [http://www.ecma-international.org/ecma-262/10.0/index.html#sec-regexp-regular-expression-objects ECMAScript syntax] to define the [[wikipedia:Regular_expression|regular expression]].
 The '''Replace with''' string is ***** by default. You can change this value to any pattern that makes sense for your use case. For example, it could be (###)###-#### to mask a phone number.
@@ Line 98: / Line 99: @@
 |anchor=regex
 |alignment=Vertical
-|structuredtext=Here are some examples of some common regular expressions:
+|structuredtext=Here are examples of some common regular expressions:
 '''Credit Card (Visa and MasterCard only)'''

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