How to find personal information or identifiers in Moxie products that may contain GDPR scope data.
Channels (Moxie Email and Chat)
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Channel |
Process and Notes |
|---|---|
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Email Search (primarily based on email address) within the Agent Client can be used to find and view email content including any attachments. The properties tab will show and associated data created with the email. Key identifiers, besides email address, for Moxie are Message ID and Incident ID. |
|
Chat |
Chat Transcript Search (primarily based on email address or session ID) within the Agent Client can be used to find and view chat session content and data along with message.. The properties tab will show and associated data created with the chat. Key identifier for Moxie is Session ID. |
|
Survey |
The Survey Detail report within the Agent Client's Historical Report can be used to view a survey's text response. The report will include key identifiers for the email or chat based survey including the Survey ID. |
Knowledge
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Area |
Process and Notes |
|---|---|
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External User Accounts |
From KB Admin navigate to the Portal → External Users screen. Search for the user by first name, last name, username, or email address. |
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Article Subscriptions |
From the KB Admin navigate to the Content > Article Management screen. Search for the article by name or ID. Select the article and navigate to the properties tab, subscriptions module. |
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User Feedback |
For KB 9.4 → From the KB Admin navigate to the Reports > Users > Feedback report. Select a portal, username (optional) and date range and then click "run report". |
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ATR |
From the KB Admin navigate to the Reports > Search > ATR report. Select a portal and date range and then click "run report". |
For additional information, see Support for Data Subject Requests Under the General Data Protection Regulation (GDPR)