transcript-cleanup-mask
Section: settings
Default Value: An asterisk (*)
Valid Values: Any character
Changes Take Effect: Immediately
Modified: 8.5.103
Specifies the character that replaces sensitive data. If more than one character is specified, the first one is used.
In release 8.5.103, this option was renamed default-rep-char and moved to the [transcript-cleanup] section.
default-repchar
Section: transcript-cleanup
Default Value: *
Valid Values: Any character
Changes Take Effect: Immediately
Modified: 8.5.301.06
Specifies the character used to replace sensitive data. If multiple characters are specified, then the first one is used.
Note: This option replaces the "transcript-cleanup-mask" option in the [settings] section, used in previous releases.
transcript-cleanup-typing
Section: settings
Default Value: none
Valid Values: any, message, none, notice
Changes Take Effect: Immediately
Discontinued: 8.5.103 (replaced by typing-preview in the transcript-cleanup section)
Enables/disables masking out sensitive data in typing notifications only (by replacing all digits with the character specified by "transcript-cleanup-mask"). Possible values:
- any: mask out sensitive data both in message part and notice part of notification.
- message: mask out sensitive data only in message part of notification.
- none: disable this functionality.
- notice: mask out sensitive data only in notice part of notification.
In release 8.5.103, this option was renamed typing-preview and moved to the [transcript-cleanup] section.
typing-preview
Section: transcript-cleanup
Default Value: none
Valid Values: any, message, none, notice
Changes Take Effect: Immediately
Enables or disables masking sensitive data only in typing notifications by replacing all digits with characters defined by "default-repchar". Possible values:
- any: masks sensitive data in both the message and notice part of a notification.
- message: masks sensitive data in only the message part of a notification.
- none: disables this functionality.
- notice: masks sensitive data in only the notice part of a notification.
Note: This option replaces the "transcript-cleanup-typing" option in the [settings] section, used in previous releases.
Transcript
Section: log-filter-data
Default Value: hide
Valid Values: copy, skip, hide
Changes Take Effect: Immediately
Specifies log filtering type for attribute Transcript.
StructuredText
Section: log-filter-data
Default Value: hide
Valid Values: copy, skip, hide
Changes Take Effect: Immediately
Specifies log filtering type for attribute StructuredText.
message-log-print-size
Section: settings
Default Value: 0
Valid Values: Any integer from 0-7000
Changes Take Effect: Immediately
Specifies the number of characters from the whole client message that the log prints, starting from the beginning of the message.
Masking Sensitive Data
Logs and chat transcripts may contain sensitive data such as credit card numbers, phone numbers, Social Security numbers, and so on. You can omit this data from logs and mask it in transcripts by properly configuring Chat Server and UCS.
UCS
Some configuration of UCS is required for all channels. The following table summarizes what is needed for each channel.
| Channel | Section | Option | Value |
|---|---|---|---|
| All | log | log4j.logger.ucs.svc.indexing | warn |
| All | settings (of UCS DAP) | interpret-prepared-statements | false |
| Chat | log-filter-data | StructuredText | hide |
| Chat | log-filter-data | Transcript | hide |
Chat Channel
Logs
- In the [settings] section, set message-log-print-size to 0. This means that logs do not show the messages sent between chat participants. Where a message occurs, the log shows [truncated from size=x], where x is the number of characters in the suppressed message.
- In the [log-filter-data] section,
- Set StructuredText to hide so that logs will omit the transcript that UCS sends to Chat Server.
- Set Transcript to hide so that logs will omit the transcript that Chat Server sends to UCS.
Transcripts
| Name | Regular Expression | |
|---|---|---|
| Credit card | GCTI_CreditCards | 8.5.0 version only: (?>^|(?<=[\s[:alpha:](),.:;?!"'`]))(?>4\d{3}|5[1-5]\d{2}|6011|622[1-9]|64[4-9]\d|65\d{2})[ -]?\d{4}[ -]?\d{4}[ -]?\d{4}(?>$|(?=[\s[:alpha:](),.:;?!"'`])) |
| Social Security Number | GCTI_SSN | (?>^|(?<=[\s[:alpha:](),.:;?!"'`]))(?!000|666|9)\d{3}[- ]?(?!00)\d{2}[- ]?(?!0000)\d{4}(?>$|(?=[\s[:alpha:](),.:;?!"'`])) |
| Phone number using the North American Numbering Plan | GCTI_PhoneNANPA | (?>^|(?<=[\s[:alpha:](),.:;?!"'`]))(?:\+?1[-. ]?)?(?:\(?[2-9][0-9]{2}\)?[-. ]?)?[2-9][0-9]{2}[-. ]?[0-9]{4}(?>$|(?=[\s[:alpha:](),.:;?!"'`])) |
Typing Preview
Typing preview allows an agent to see text that a customer types before the text is submitted to the chat session. You can have Chat Server mask all digits in the typing preview by setting the typing-preview (called transcript-cleanup-typing before release 8.5.103) option to a value other than none. Chat Server then replaces all digits in the typing preview with the character specified by default-repchar (called transcript-cleanup-mask before release 8.5.103).