Redaction Profiles

Using Redaction Profiles, admins can control how sensitive information is masked in transcripts and media playback.

With Redaction Profiles, you can:

• Choose the language used for redaction.

• Define transcript redaction behavior by choosing one of these methods:

  • Default Redaction: Redacts numeric values that are three digits or longer.

  • Multi-Select Entity Redaction: Lets you choose specific sensitive fields to redact. When you select this option, a table of entities appears. Use the checkboxes to select which fields you want to redact.

  • No Redaction: Disables transcript redaction. Sensitive information in transcripts is not masked.

• Configure media redaction options, including whether to:

  • Redact specific sensitive entities in media.

  • Restrict playback when redaction is enabled.

Supported entities for transcript and media redaction

When you use Multi-Select Entity Redaction, you can choose from the following entity types. The system looks for these patterns in transcripts and media and masks matches based on your selections.

entity Name	definition	examples
Credit card number	A numeric payment sequence or unique identification label belonging to a card system, or the last four digits of the card number.	4532-0192-8374-5501 5501
Card Verification Value/Code (CVV)	A 3- or 4-digit security code used to authenticate "card-not-present" transactions	3324 445
Account number	Customer account or membership identification numbers assigned by financial institutions or service providers	123456789 4111111111111111
Date of birth	A specific calendar date indicating an individual’s birth.	March 7, 1990 12/05/1985
Email address	An electronic mail address used for communication, including username and domain.	sara.jones@example.com hr@company.org
Address	Full or partial physical mailing address that includes street, city, state, and postal code. Does not include only a city or only a state.	123 Main Street, Springfield, IL 62704
Name	Names of individuals, including given names, family names, and commonly used aliases. Includes names that are part of email addresses and are spelled out. Excludes business names and names used only to spell other words (for example, “S as in Sam “)	Jim Carter Jenny
Phone number	Telephone or fax numbers assigned to individuals or organizations.	(312) 555-1234 +44 55 6789 0123
Government-issued identification number	An identification number issued by a government authority, such as a Social Security Number (SSN), Social Insurance Number (SIN), passport number, driver’s license number, or National Insurance Number.	123-45-6789 D123-456-78-901 XN3456784
Healthcare number	Health plan beneficiary numbers and medical record numbers assigned by healthcare providers or insurers.	H123456789 4EGT 56-78-90

 

Key Actions Available

• Create a New Profile: Use the New button at the top right corner of the Redaction Profiles page.

• Edit a Profile: Click the stacked dots icon in the Action column next to a profile and click Edit.

Available Profiles Grid

This grid lists all available redaction profiles. The header displays the total number of profiles available.

The table includes:

Column Name	Description
PROFILE NAME	Name of the redaction profile.
LANGUAGE	Language the profile uses for redaction.
CREATED DATE	Date and time when the profile was created.
LAST MODIFIED	Date and time when the profile was last updated.
ACTION	Opens the menu to edit the profile.

Create a Redaction Profile

To create a new redaction profile:

1. Click the app selector and select Admin> Analytics Services > Redaction Profilesfrom the left navigation panel.

2. On the Redaction Profiles page, select New. This opens the New Redaction Profile page.

3. In Profile Name, enter a unique name for the profile.

   1. Maximum 64 characters. A character counter below the field shows how many characters you have used out of the allowed limit. You cannot enter more than 64 characters.

   2. Special characters like | : * / ! \ + < > ? # & , % " are not allowed:

      If the value contains disallowed characters, a validation message appears, and you must correct the value before saving.

4. In Language, select the language this profile should use for redaction. Only one profile per language is permitted.

5. In Description, enter an optional description of the purpose and usage of this profile.

   1. Maximum 200 characters. A character counter below the field shows how many characters you have used out of the allowed limit. You cannot enter more than 200 characters.

   2. All special characters are allowed.

6. Under Transcripts Redaction, configure how sensitive data is handled in text transcripts:

   In Redaction, choose one of the available options:

   • Default Redaction

   • Multi-Select Entity Redaction

   • No Redaction

7. Under Media Redaction, define how sensitive data is handled in media (call audio and other supported media types). Refer Data Policies for more information. Media Redaction is available when you select either Default Redaction or Multi-Select Entity Redaction for Transcripts Redaction. It is unavailable when you select No Redaction.

   1. Turn Redact Media On or Off:

      • On: Enables media redaction for the selected fields.

      • Off: Disables media redaction. Sensitive information remains in the media.

   2. (Optional) Turn Restrict Playback On to limit playback until the redaction step is completed.

      • If Restrict Playback is turned on while Redact Media is turned off, a validation message appears indicating that media redaction must be enabled before you can restrict playback.

   3. When Redact Media is on, select which fields to redact in media. Each selected field is masked in the media.

      If specific entities are disabled or not selected in Transcripts Redaction, they are also removed from the list of available entities for Media Redaction.

   4. The Preview Example column shows how redacted values appear in audio (masked value).

8. When you finish configuring the profile, select Save.

   When you select Save, the system validates the configuration:

   1. If Multi-Select Redaction is selected under Transcripts Redaction and no entities are selected, a warning modal appears explaining that at least one transcript redaction entity must be selected before you can save.

   2. If Media Redaction is On and no entities are selected under Media Redaction, a warning modal appears explaining that at least one media redaction entity must be selected before you can save.

   3. If any field-level validations fail, inline messages appear next to the affected fields, and the profile is not saved until those issues are resolved.

9. If the profile is created successfully, you’ll see a confirmation message, and the new profile will appear in the Available Profiles grid.