Personally Identifiable Information (PII)

Data Privacy and PII Protection

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Important Privacy Considerations

Contact Trace Records (CTR) collected by the Operata Cloud Collector Lambda Function or Containers can contain sensitive data or personally identifiable information (PII).

In some circumstances, it may be required to redact certain sensitive data before it is sent to Operata. This is achieved through a content-control configuration file hosted in your customer environment.

For detailed information on configuring privacy controls, see our Lambda for Privacy Controls documentation.

What Data May Contain PII

Contact Trace Records may include:

• Customer phone numbers
• Agent usernames
• Custom attributes containing customer information
• Call recordings metadata
• Queue names that might contain identifying information

Privacy Control Options

Operata provides flexible privacy controls that allow you to:

• Redact specific fields from CTR data
• Transform data before transmission
• Block entire data categories
• Maintain audit logs of privacy control actions