Zoom Contact Center admins can choose which roles can view consumers' personal information in engagements and reports. Personal data will be masked only when participating in engagements and when viewing closed engagements, analytics, and inboxes. This functionality does not extend to Zoom APIs or integrations with third-party applications. When consumer information is masked, agent can't perform searches on this information.
Mask when active engagements: Mask consumer information type when agents are viewing active engagements. This includes consumer information in the following places:
Left-side panel under the ACTIVE section
Right-side panel (Profile and Engagement tabs)
Mask when closed engagements: Mask consumer information type when agents are viewing completed engagements. This includes consumer information in the following places:
Consumer information in the left-side panel under the CLOSED section
Consumer information in the right-side panel (Profile and Engagement tabs)
Allow user to hide and unhide: Allow the user to click the eye icon to temporarily show consumers' information for the specified amount of time.
Notes: