Legal hold cases

You can apply legal hold to a case, which blocks deletion of the interactions the case contains. Legal hold is typically used for compliance or legal purposes. When a case is placed under Legal Hold, interactions that the case contains cannot be deleted from the system manually or through automated means.

Legal hold is only available in EDM Enterprise. For more information, contact The entire communication experience for a customer, from beginning to end. your Customer Success Manager or Account Executive.

Access to legal hold features

The use of legal holds requires the granting of specific Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. privileges for the role assigned to you. Contact your administrator if you are unable to use features related to legal hold. See the related topics section to learn more.

Archive requirements for Legal Hold

Legal hold retention requires the use of Archive. Archive provides long-term storage of interactions. Usually, interactions under legal hold are already archived using existing archive campaigns and drives.

For interactions that are under legal hold and not already archived, you must create a special archive campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. and drive. Configure the campaign condition to archive all interactions with the On Legal Hold attribute. A complete discussion of the Archive system is beyond the scope of this topic. For complete information about Archive, see the related information section at the end of this topic.

Legal hold process flow

Add a case or a recycle bin

Use Risk Management to create private cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., accessible only by you. The cases you create can have an optional legal hold status, provided you have the role privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to Enable Legal Hold on cases. Users with the privilege to access Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. can make the case public by assigning it to other users.
Copy interactions to a case

Copy interactions to a legal hold case using Risk Management or the Project Rules Manager Component that allows you to define rules, according to which the system performs specific actions.. An interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. can belong to multiple legal hold cases simultaneously.

The reasons for copying interactions include:
- Requests by internal compliance, regulators, or other bodies for investigation of historical and future interactions. The criteria can be based on date, organization, employee, or some other metadata associated with interactions.
- Sampling interactions by employee, department, or some other criteria
- Identity Authentication and Fraud Detection detects potential targets on interactions
- Ad hoc investigations.
Teams can review and investigate interactions that are part of the case. While in a legal hold case, interactions cannot be deleted from the system. During the investigation, teams can:
- Remove interactions from a case or recycle bin
  
  After being approved for removal from the case by the investigating team, you can eliminate unneeded interactions.
- Copy interactions to a case
  
  As more interactions are captured or discovered, teams can add more interactions to the case.
- Copy or move interactions to a different case
  
  During the investigation, you can move interactions between cases or copy interactions to a different case.
- Share interactions using media export for the case
  
  As part of the investigation process, the enterprise can export the interaction media for use by third-parties, such as a regulatory agency.
After the investigation has concluded and legal hold is no longer required, you can take one or both of the following actions:
- Remove legal hold from a case
  
  Keep the interactions assigned to the case but remove legal hold from the case.
- Delete a case or a recycle bin
  
  Remove the legal hold case from the system.

When interactions are no longer under legal hold

An interaction can be removed from legal hold in three ways. First, by deleting it from a legal hold case. Second, by removing the legal hold status from a case. Third, by deleting the legal hold case. After the interaction is removed from legal hold:

Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. are eligible for deletion based on the standard retention settings for interactions as defined on the archive drive as well as the days until deletion setting configured for each recycle bin.
If an interaction is not archived and is not in a recycle bin, the database retention of six months applies.