Masking personal information in Zoom Contact Center

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.

Requirements for masking consumers' personal information

Table of Contents

How to mask consumers' personal information

  1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. In the left-side panel, click Privacy and Data Retention.
  4. In the View Personal Data section, follow one of these options to specify the role to apply the masking rules to:
  5. Select these check boxes as needed to mask consumers' personal information. This information can be obtained from the address or other method; for example, the consumer entered their display name in the chat welcome screen.
  6. Under each information type, click the down arrow , then select these check boxes as needed to determine where information is masked:

Notes: