What is PCI Redaction?
Storable CRM has always ensured your tenants’ sensitive payment card information (PCI) was protected by automatically deleting all payment calls entirely from the system.
We've upgraded PCI redaction to ensure calls recorded by Storable CRM are accessible, with PCI Redaction in place. Additionally, all PCI-redacted transcripts are available in CRM and via Snowflake. This ensures full compliance while giving you access to all recorded calls, including payment calls.
How do I Enable PCI Redaction?
No action is required on your part; your account is automatically enabled for PCI Redaction.
Which Calls Include PCI Redaction?
All voice calls and their transcriptions, across all locations, are PCI redacted if payment card data is present. If a customer call includes card payment information, redaction is automatically applied. If a customer call includes no card payment information, no information will be redacted.
PCI-redacted information includes:
Full credit card numbers
Card expiration dates
Card Verification Value (CVV) codes
How Can I Access PCI Redacted Voice Calls?
Every call recorded within Storable CRM has PCI Redaction applied, if necessary. This includes calls accessible in Communication History (Unprocessed and All calls), the History tab of the Customer Card, the History tab of the Lead Card, and all Graded Calls (both in the Employee and To-Do tabs).
Example of a PCI Redacted voice call:
How Can I Access PCI Redacted Transcriptions?
Call transcriptions are accessible within CRM on call detail screens. Example:
If you use Snowflake data reporting, the transcription data will be delivered via the Snowflake data share and can be found within the view called "Transcriptions.” The Transcription view includes the following fields:
TRANSCRIPTION_ID = unique ID of the transcription
CALL_LOG_ID = foreign key for the call data (CALL_NORMALIZED/CALL_NORMALIZED_NON_VARIANT/TRACK_CALLCENTER_TASKS)
IS_REDACTED = Whether or not the call was redacted
TRANSCRIPTION_TEXT = Full Transcription of the call
TRANSCRIPTION_PRIMARY_LANGUAGE = language spoken on the call
CALL_NUMBER = For Inbound, the caller ID of the caller. For outbound, the dialed number
CALL_LOG_DATE_TIMESTAMP = the date/time of the call entry as per calls dataset
TRANSCRIPTION_CREATED_AT = the date/time that the transcription was created
TRANSCRIPTION_UPDATED_AT = the date/time that the transcription was completed
LOCATION_ID = foreign key for the locations dataset (LOCATIONS), the location that the call was for
USER_ID = Unique ID for your account
Note: Click here for instructions on Snowflake data sharing (including creating a new account). Click here for information on Snowflake reporting with Storable CRM data.
Example of a PCI Redacted transcription: