Redacting personal data in Zoom Contact Center


Zoom Contact Center admins can enable a feature to automatically redact consumers’ personal data from voice, video recordings and transcripts and messaging engagements that are in English. If enabled, Zoom Contact Center will analyze recordings and transcripts, then identify Personal Data Entities and replace it with generic placeholder text. Redacted data can’t be viewed by anyone.

For example, if a voice engagement contains a phone number like (123)-123-1234, it will replace it with [PHONE] in the transcript, and silence the audio portion of the recording that contains that data.

Note: Redacting personal data is separate from the following features, which apply to different areas of Zoom Contact Center and have different use cases.

Prerequisites for redacting personal data

Important: Due to predictive nature of machine learning algorithm that is used in this feature, Zoom Contact Center cannot guarantee 100% accuracy when detecting personal data. Users of this feature are responsible for ensuring the accuracy of the redaction results.

How to enable or disable personal data redaction

You can enable or disable the feature at the account or queue level. If the account setting is unlocked, the queue level setting takes precedence over account settings.

Note: If you enable personal data redaction, existing data will not be redacted. If you disable personal data redaction, the previously-redacted data will stay redacted.

Account settings

  1. Sign in to the Zoom web portal.
  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 Redact Personal Data section, click the toggle to enable or disable it.
  5. (Optional) To prevent this setting from being changed at the queue level, click the lock icon , and then click Lock to confirm the setting.
  6. If enabling, follow the next section to manage Personal Data Entity Types.

Queue settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Click the display name of the queue you want to edit.
  4. Click the Policy tab.
  5. In the Redact Personal Data section, click the toggle to enable or disable it.
  6. If enabling, follow the next section to manage Personal Data Entity Types.

How to manage Personal Data Entity Types

  1. Access personal data redaction settings at the account or queue level.
  2. In the Redact Personal Data section, click Manage Entity Types.
  3. Select or unselect the types using the check boxes. You can also remove types from the current selection by clicking the remove icon  in the Selected section.
  4. Click Save.

Note: When you use the redaction feature, please keep in mind there are factors outside of Zoom’s control that may impact the effectiveness of the redaction process, including the following:

While this feature is intended to be a helpful tool, users of this feature are responsible for ensuring the accuracy of the redaction results.

Supported languages for Personal Data Entity Types

The following table specifies which languages are supported for each Personal Data Entity Type.

 
EntityEnglishFrenchSpanishChineseGermanDanishItalianDutchPolishPortugueseRomanianRussianSwedishTurkishJapaneseKorean
NAME✅✅✅✅✅✅✅✅✅✅✅✅✅✅  
DATE_TIME✅✅✅✅✅✅✅✅✅✅✅✅✅✅  
ADDRESS✅✅✅✅✅✅✅✅✅✅✅✅✅✅  
PHONE✅✅✅✅✅✅✅✅✅✅✅✅✅✅  
AGE✅✅✅✅✅✅✅✅✅✅✅✅✅✅  
USERNAME✅✅✅✅✅✅✅✅✅✅✅✅✅✅  
URL✅✅✅✅✅✅✅✅✅✅✅✅✅✅  
EMAIL✅✅✅✅✅✅✅✅✅✅✅✅✅✅  
CREDIT_DEBIT_CVV✅               
CREDIT_DEBIT_EXPIRY✅               
CREDIT_DEBIT_NUMBER✅               
MAC_ADDRESS✅               
PASSWORD✅               
PIN✅               
SWIFT_CODE✅               
IP_ADDRESS✅               
BANK_ACCOUNT_NUMBER✅               
BANK_ROUTING✅               
PASSPORT_NUMBER✅               
INTERNATIONAL_BANK_ACCOUNT_NUMBER✅               
US_INDIVIDUAL_TAX_IDENTIFICATION_NUMBER✅               
LICENSE_PLATE✅               
DRIVER_ID✅               
VEHICLE_IDENTIFICATION_NUMBER✅               
SSN✅