Recycle bins

You can delete interactions from the system using a special case type called a recycle bin A recycle bin is a special type of case that serves as a temporary location for interactions scheduled for deletion based on a period of days, known as 'days until deletion.' After the number of days expire, the system permanently deletes the interactions.. This feature enables you to group interactions for bulk deletion. Each recycle bin serves as a temporary location for interactions before the system removes them. A recycle bin has a days until deletion period that you configure, from a minimum of one day up to a maximum of 10 years. The days until deletion begins to count down for 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. when the interaction is added to the recycle bin. After the period expires for that interaction, the system deletes it permanently.

What the system deletes for an interaction in a recycle bin

When an interaction in a recycle bin reaches its expiration date, the system purges interaction media and interaction metadata.

If licensed for Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions.:

The system deletes the interaction transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text..
The system does not delete anything from the Speech Analytics or Text Analytics indexes.
Text interactions can still be viewed in Text Analytics after being moved to the recycle bin. 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. in Text Analytics are purged based on retention configuration on the project level.

When interactions belong to multiple recycle bins

If an interaction belongs to two or more recycle bins, the system deletes the interaction based on the earliest days until deletion period from all the recycle bins to which the interaction belongs. This functionality ensures that interaction removal complies with any legal requirements, if they exist.

Audited activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule.

The audited events for recycle bins are the same as provided for all other types of cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously.. To learn more about audited events, see the related information.

Enabling the use of recycle bins

The use of recycle bins requires enabling certain features that are not enabled by default. Access to the following features is required to use recycle bins:

2021R1 - Legal Hold, which enables the use of cases to organize interactions. If you use folders to organize interactions, you cannot use recycle bins.
2021R1 - Delete Interactions using a Recycle Bin. The feature is not enabled by default.

If you plan to use recycle bins, contact your support representative for assistance.

Required permissions

The use of recycle bins requires that your role has the Delete Interactions Using a Recycle Bin 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.. Contact your administrator if you are unable to use features related to recycle bins.

Creating a recycle bin

Create recycle bins using the Cases area of 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.. Although Risk Management does not limit the number of recycle bins that you can create, you typically have one recycle bin per organization. After you create a recycle bin, users with the required role permission can assign interactions to it from the search results, from other cases, or from Project Rules Manager Component that allows you to define rules, according to which the system performs specific actions. rules. Once added to a recycle bin, an interaction continues to display in search results until its days until deletion expire.

Adding interactions to a recycle bin

You can add interactions to a recycle bin using the following methods:

From Risk Management, manually add interactions from the search results or from another case.
From the Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). Rules Manager, create a mission that automatically adds interactions meeting-specific criteria to a recycle bin.

Recycle bins and legal hold

An interaction can reside in a recycle bin and also belong to a legal hold case. In such cases, the Interaction under legal hold cannot be deleted, even if it is in a recycle bin and its days until deletion expired.

Recycle bin properties

Each recycle bin has properties that you can configure. Except for the days until deletion, you cannot alter the properties after creating the recycle bin.

Description: Provides an explanation of the intended purpose of the recycle bin.
Access: Displays who can access the recycle bin. A Private recycle bin is visible only to you. A Public recycle bin is available to multiple users, based on how access to the recycle bin is configured in Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications..
Source: Indicates how the recycle bin was created, which is always a manual operation.
Properties: The value of the days until deletion period defined for the recycle bin in days. A recycle bin must have the number of days until deletion defined. Expiration for each interaction in the recycle bin is relative to when the interaction is added to the recycle bin.
Last modified by: Displays the user who last changed the recycle bin and the date and time when the change occurred.

Example: Customer removal request

A customer requests removal of all captured interactions. Using Risk Management, you create a recycle bin with days until deletion of 20 days. Team members have the following options:

Manually add interactions to the recycle bin.
To find the interactions and add them to the recycle bin, create a mission in the Project Rules Manager.

Over the next two weeks, interactions added to the recycle bin remain visible in Risk Management search results. As each interaction is added to the recycle bin, the days until deletion period of 20 days starts to count down for that interaction. During the 20-day interval after an interaction is added to the recycle bin, team members can reverse the scheduled deletion of an interaction by removing it from the recycle bin. After residing in the recycle bin for 20 days, the system permanently removes an interaction.

After permanent removal, an interaction no longer displays in search results and cannot be recovered.

How deletion works

After the expiration of the days until deletion for an interaction, the Purger maintenance job deletes it permanently. The Purger maintenance job runs at regular intervals and deletes metadata and media for expired interactions. Media are immediately deleted from the call buffer on the Recorder and supported third-party archives such as Amazon S3, Azure, SAN, and EMC. Interactions are not deleted from WORM (Write Once Read Many) drives, removable media, or archive drives to which the system does not have permissions to delete files.

After the grace period expires and before deletion occurs, Risk Management search results shows a value of Pending deletion in the Days until Deletion column. This state can result for the following reasons:

The interaction is under legal hold. Interactions under legal hold cannot be deleted from the system.
The archive media on which the interaction is stored is locked. From the System Monitor section of System Monitoring, check the Alarm Dashboard for alarms related to the Archive system.
The maintenance window closed before the Purger maintenance job could delete all interactions scheduled for removal. A deletion request for many interactions can require several days to complete.