Privacy Compliance
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Privacy Compliance
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Privacy compliance refers to the adherence to laws and regulations designed to protect individuals' personal data and privacy. This involves implementing measures and practices that ensure the collection, storage, processing, and sharing of personal information are conducted legally and ethically, respecting individuals' rights to privacy.
Privacy Compliance helps contact centers adhere to the California Consumer Privacy Act (CCPA) and the General Data Protection Regulation (GDPR). These frameworks enable administrators to search, export, or pseudonymize Personally Identifiable Information (PII) associated with a contact. PII includes sensitive details such as phone numbers, email addresses, or any business-related data uploaded as part of lead lists in campaigns.
It is recommended to provide complete contact information, such as a phone number or email ID, to ensure accurate searching and subsequent pseudonymization.
Pseudonymization is a process that de-identifies contact data by masking it, ensuring privacy while maintaining usability for analytical purposes.
Example: Upon pseudonymization, 1223334444 becomes 12XX33XX44, and [email protected] becomes soXXonXXexXXplXXcoX.
Export or Pseudonymize
Export or Pseudonymize allows user to directly search a contact using the respective phone number, Email ID, or Customer ID. Perform the following steps to Pseudonymize or export a contact directly:
Select the contact type from Phone number, Email ID, and Customer ID. Enter an appropriate value.
Note:
A maximum of two phone numbers, primary and alternate phone number, can be used to search a contact.
Click Search. This populates the records from the database.
Note:
The search result also indicates the corresponding Request ID of the contact if it matches with any of the action requests placed by the agents.
Click Export to download the search results into a CSV file.
Click PSEUDONYMIZE to pseudonymize the contact and click OK on the confirmation dialog.
Agent Request
The application has an option for the agents to send the requests raised by the customers to pseudonymize or access customer PII to administrators. Requests are automatically tracked and are available in the console for further actions. The Administrator can process requests.
Go to the Agent Request page. It displays all the requests for pseudonymization made by agents.
Activate the Show Only Pending Request to view pending request with status request received.
Click Mark as Complete under Action tab to complete the request. Click Ok on the confirmation pop-up.
Click Request ID which navigates to the Export/ Pseudonymize tab, where the details of the records are auto populated.
Click Export to export the record as a CSV file. If the request is for Export of the PII, the PSEUDONYMIZE button is activated.
Click PSEUDONYMIZE and click OK on the Pseudonymization Confirmation dialog to initiates the Pseudonymization process.
PSEUDONYMIZE Fields
Fields | Description |
|---|---|
Request ID | The Request ID is a unique identifier assigned to each request made within the system. This ID ensures that every request can be distinctly identified and tracked throughout its lifecycle. |
Request Type | The Request Type indicates the specific nature of the request. It specifies whether the request is to pseudonymize Personally Identifiable Information (PII) or to export the PII. This helps in categorizing and processing the requests accordingly. |
Phone Number | The Phone Number field contains the contact number for which the request is raised. |
Email ID | The Email ID field includes the email address of the contact related to the request. This helps in uniquely identifying the contact and ensuring the correct PII is handled. |
Customer ID | The Customer ID is a business-specific identifier corresponding to the contact. This field is configured within the business system and helps in linking the request to the correct customer record. |
Customer Name | The Customer Name field contains the name of the customer associated with the request. This provides an additional layer of identification and context for the request. |
Status | The Status field indicates the current state of the request. It provides updates on whether the request has been received, is currently being processed, or has been completed. This helps in tracking the progress of the request. |
Agent Name | The Agent Name field records the name of the agent who submitted the request. This allows for accountability and tracking of who initiated the request. |
Agent Comments | The Agent Comments field includes any specific remarks or notes provided by the agent regarding the request. These comments can offer additional context or information that may be relevant to processing the request. |
Action | The Action field displays the Mark as Complete button. When this button is clicked, it changes the status of the corresponding request to completed and disables the button for that particular request. This ensures that the status update is confirmed and prevents duplicate actions. |
Email Template
Users can set up templates for emails that are sent for each request triggered by agents. Multiple templates can be created for different types of requests, such as Access or Pseudonymize.
Access: This section is used to set the email template for requests to access customers' Personally Identifiable Information (PII).
Pseudonymize: This section is used to set the email template for requests to pseudonymize customers' PII.
Perform the following in the Access and Pseudonymize tab:
Select the Email Server from which the emails must be sent to the agents trigger requests.
Enter the recipient email address in the To field. Enter multiple email addresses by using comma (,) as a separator.
Enter the Subject of the Email
Enter the number of days of interval in the Remind Every and the time to set a reminder for the email.
Enter the Email content in the text box and click Save.
Fields
Fields | Description |
|---|---|
Email Server | The server responsible for sending and receiving emails. It processes, routes, and stores emails, ensuring they reach their intended recipients. |
To | The email address of the recipient. This field specifies who receives the email. |
Subject | The title or topic of the email. It provides a brief summary of the email's content, allowing the recipient to understand the purpose of the email at a glance. |
Remind Every | The interval, in days, at which reminder emails is sent. This specifies the frequency with which the reminder email is sent to the recipient. |
At Time | The specific time at which the reminder email must be sent. This allows for scheduling emails to be sent at a precise time. |
Email Content | The main body of the email, written in a text area. This field allows the inclusion of dynamic content using input fields, which can be inserted by using an open curly brace ({). This feature helps customize the email content based on available data inputs. |
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