WikiSysop at 18:45, September 6, 2022

2022-09-06T18:45:51Z

WikiSysop: Created page with "{{Article |Standalone=Yes |DisplayName=Genesys Multicloud CX - Security use cases |TocName=Genesys Multicloud CX - Security use cases |Context=Provides information on security..."

2022-09-05T10:01:03Z

Created page with "{{Article |Standalone=Yes |DisplayName=Genesys Multicloud CX - Security use cases |TocName=Genesys Multicloud CX - Security use cases |Context=Provides information on security..."

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{{Article
|Standalone=Yes
|DisplayName=Genesys Multicloud CX - Security use cases
|TocName=Genesys Multicloud CX - Security use cases
|Context=Provides information on security use cases in Genesys Multicloud CX.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=The following table provides information on security use cases:
{{{!}} class="wikitable" border="0" cellspacing="0" cellpadding="0"
{{!}} width="64" valign="top"{{!}}'''#'''
{{!}} width="358" valign="top"{{!}}'''Description'''
{{!}} width="392" valign="top"{{!}}'''Further information'''
{{!}}-
{{!}} width="64" valign="top"{{!}}1
{{!}} width="358" valign="top"{{!}}Integrating Multicloud CX with my own user directory/single sign on/multifactor authentication
{{!}} width="392" valign="top"{{!}}Multicloud CX support [https://all.docs.genesys.com/PEC-Admin/Current/Admin/SSO Single Sign On integration]
{{!}}-
{{!}} width="64" valign="top"{{!}}2
{{!}} width="358" valign="top"{{!}}How roles and permissions are managed
{{!}} width="395" valign="top"{{!}}[https://all.docs.genesys.com/PEC-Admin/Current/Admin/Applications Role and Permission Administration], [https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Access_groups Configuring Access Groups] and [https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Roles Roles]
{{!}}-
{{!}} width="64" valign="top"{{!}}3
{{!}} width="358" valign="top"{{!}}How to collect sensitive information from customers securely in my IVR
{{!}} width="392" valign="top"{{!}}[https://all.docs.genesys.com/DES/Current/Designer/Variables Secure Variables] in Designer
{{!}}-
{{!}} width="64" valign="top"{{!}}4
{{!}} width="358" valign="top"{{!}}Separating access by different departments in my organization
{{!}} width="392" valign="top"{{!}}Designer [https://all.docs.genesys.com/DES/Current/Designer/Security Roles] and [https://all.docs.genesys.com/DES/Current/Designer/Partitions Partitions], CX Contact [https://all.docs.genesys.com/PEC-OU/Current/CXContact/PBAC Partitions]
{{!}}-
{{!}} width="64" valign="top"{{!}}5
{{!}} width="358" valign="top"{{!}}How my recordings are protected
{{!}} width="395" valign="top"{{!}}Interaction Recording [https://docs.genesys.com/Documentation/CR/8.5.2/Solution/Encryption Encryption] and [https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Keys Key Management]
'''Important''': It is essential to back up recording encryption keys or data might be unrecoverable.
{{!}}-
{{!}} width="64" valign="top"{{!}}6
{{!}} width="358" valign="top"{{!}}Keeping sensitive parts of my agents' conversations from being recorded
{{!}} width="395" valign="top"{{!}}[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADVoice#record Secure Pause for Recording]
'''Important''': In many cases it is recommended to collect sensitive data using IVR instead of collecting from conversations with agents.
{{!}}-
{{!}} width="64" valign="top"{{!}}7
{{!}} width="358" valign="top"{{!}}Limiting who can see certain metadata about my recordings
{{!}} width="392" valign="top"{{!}}[https://docs.genesys.com/Documentation/CR/latest/Solution/Permissions#scrollNav-6 Restricting Metadata] in Quality Management
{{!}}-
{{!}} width="64" valign="top"{{!}}8
{{!}} width="358" valign="top"{{!}}Avoiding sensitive information in recordings from being played back and transcribed
{{!}} width="392" valign="top"{{!}}[https://all.docs.genesys.com/PEC-REC/Current/User/mediaplayer Hidden Confidential information] from users
{{!}}-
{{!}} width="64" valign="top"{{!}}9
{{!}} width="358" valign="top"{{!}}Preventing unwanted information from appearing in my interaction history
{{!}} width="392" valign="top"{{!}}[https://all.docs.genesys.com/DES/Current/Designer/PII PII Management] for digital in Designer
{{!}}-
{{!}} width="64" valign="top"{{!}}10
{{!}} width="358" valign="top"{{!}}How my data is securely exported back to my premises
{{!}} width="395" valign="top"{{!}}[https://all.docs.genesys.com/PEC-CDDS/HIW How Cloud Data Download Service Works] for contact and interaction history
[https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Blob_Storage Secure access to BLOB Storage for export]

'''Important''': It is a best practice to download data and have it purged when no longer needed in cloud.*
{{!}}-
{{!}} width="64" valign="top"{{!}}11
{{!}} width="358" valign="top"{{!}}Developing secure integrations to Multicloud CX
{{!}} width="392" valign="top"{{!}}[https://developer.genesyscloud.com/reference/authentication/ Authentication API] for integrations
{{!}}}
|Status=No
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|urlname=security use cases
|product=Draft:System
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 [https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Blob_Storage Secure access to BLOB Storage for  export]
-'''Important''': It is a best practice to download data and have it purged when no longer needed in cloud.*
+'''Important''': It is a best practice to download data and have it purged when no longer needed in cloud.
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 {{!}} width="64" valign="top"{{!}}11

System/security use cases - Revision history

WikiSysop at 18:45, September 6, 2022

WikiSysop: Created page with "{{Article |Standalone=Yes |DisplayName=Genesys Multicloud CX - Security use cases |TocName=Genesys Multicloud CX - Security use cases |Context=Provides information on security..."