Add interactions to a recycle bin

You can queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. the deletion of interactions in 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. by adding them to 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.. Once added, each 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. starts to count down based on the days until deletion defined for 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 a recycle bin remain visible in search results and other cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously.. When the days until deletion expire for each interaction, the system automatically deletes the interaction.

If an interaction belongs to a legal hold case and a recycle bin, the interaction cannot be deleted. If you assign the same interaction to two or more recycle bins, the system deletes the interaction based on the earliest days until deletion period that expires.

Before you begin

Search for interactions with parameters that return results.

Procedure

Select one or more interactions in the search results.
From the toolbar above the list, click delete interaction .
From the dialog box shown, select an existing recycle bin from the list provided.

The dialog box identifies the days until deletion for the currently selected recycle bin.
To complete the deletion, click Delete. The days until deletion defined for the recycle bin starts to countdown for the interaction or interactions that you selected in step 1.