@Prashant86_2000
In GCMS, the security remains "Not Started" until it actually starts. When it starts, all the info gets redacted. That is why usually people refer to first 5 activity of your notes and say if the first four were redacted and the 5th one is security not started, it means that you are under security. The reason is because activities are sorted by date and so, the last not redacted activity is security "not started", which means up to that point security was not started, but after that all the activities are related to security gets redacted.
Having said that the call center agents don't have more access than the GCMS. They last not redacted thing that they see in GCMS is security not started and they tell you that it is not started.