Policies: Types of data in Agent Connect
Required information collected by Agent Connect
End customer information required by Agent Connect
The customer service representatives or client organization will supply the following data about their customers:
- Customer email address
- Customer name
- Customer phone number
- Customer custom identifier
This information is used to execute a feedback request via the Agent Connect web application or an encrypted API request.
All of the above data is encrypted in transit and encrypted at rest, and additional layers of controls are in place to protect the privacy and security of this information.
Employee information collected by Agent Connect
In order to create accounts for customer service representatives and other employees, the following information is needed about the employees using the system to request feedback:
- Employee first name (required)
- Employee last name or initial (required)
Employee email address (required)
- Hometown of the employee (optional)
- Home state or country of the employee (required)
- A description of the employee's interests (within 140 characters, optional)
- A photo or avatar image of the employee (optional)
Employee accounts are created by a Company Administrator, who can either create the employee's entire profile or invite the employee to confirm his/her account and then complete a profile in Agent Connect.
All employee account creations go through a validation process in which designated accounts (previously created by the Company Administrator) receive an approval request after an employee creates an account. Only after the designated user has approved the employee account can the employee then have feedback request emails sent to customers from Agent Connect.
Download the full policies document in the Security policies and controls article.
