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Sensitive Data Access Report
- 06 Aug 2024
- 4 Minutes to read
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Sensitive Data Access Report
- Updated on 06 Aug 2024
- 4 Minutes to read
- Print
- DarkLight
- PDF
Article summary
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Who should read this article: Administrators
Report on user access to sensitive data such as call recordings, call transcriptions, call data, and exporting of call records to CSV files.
Introduction
For security compliance purposes, you can create reports on which users accessed sensitive contact data and when. Recordings and Call Detail Records (CDRs) might include sensitive data. Voiso enables some users to export CSV files of various types of information, including call records that contain Personally Identifiable Information (PII), which you might be required to protect and restrict access to for compliance purposes in some regions.
Report options
There are multiple parameters to be set in the Sensitive Data Access report.
First, choose the date or date range for which you want to produce a report, then select one or more of the following options:
| Option | Description |
|---|---|
| Listened to a recording | Call recordings are stored as part of each call record (CDR). These can be played by anyone with permission to access CDRs. |
| Downloaded a recording | Call recordings are stored as part of each call record (CDR). These can be downloaded by anyone with permission to download recordings. |
| Viewed an extended CDR | The full CDR can be accessed by anyone with permission to view Call Events. |
| Exported a CSV file | Anyone with permission CDR may download search results as a CSV. |
Users
In the Users section, specify which users to report on.
You can choose from one or more of the following options:
| Users/Teams | Description |
|---|---|
| All users | All users in your contact center, whether or not they have the correct permissions to access sensitive data. |
| All supervisors | All users assigned the Supervisor role in Security Access Groups. |
| All QA Specialists | All users assigned the Analyst role in Security Access Groups. |
| Users | Select one or more users in your contact center, whether or not they have the correct permissions to access sensitive data. |
Results
Results are displayed in a table and can be exported as a CSV file for processing outside the Voiso application.
The Sensitive Data Access Report table lists the following parameters for each action taken by a user:
| Column | Description |
|---|---|
| Date/Time | The date and time that the first access occurred. |
| User | The name of the user who accesses the data. |
| Action | The type of data access: listened to a recording, downloaded a recording, viewed an extended CDR, or exported a CSV file. |
| Customer no./filters | The contact's phone number if a recording was listened to or downloaded, or an extended CDR was viewed; or the filter used if CDRs were exported as a CSV file. |
Scheduled reports
This report can be scheduled to be delivered to one or more email addresses. For more information about scheduling reports, refer to Historical reports overview.
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