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 live text-based engagements and when viewing closed engagements, analytics, and voicemail inbox. 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.
Notes:
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.