Delete a case or a recycle bin

Delete a case or 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. when you no longer need to use it to house interactions. Deletion of the case or recycle bin does not delete the interactions it contains.

• 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 legal hold case that is deleted 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 settings for any associated recycle bins.

• If 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. is not archived and is not in a recycle bin, the database retention of six months applies.

• If you remove interactions from a recycle bin and the interaction resides in another recycle bin, the system can still delete the interaction.

Before you begin 

Access a case or recycle bin

Procedure 

1. On the right side of the page, open the workspace Area within an application window where the user interacts with the program. shortcut menu.

2. Click Delete Case or Delete Recycle Bin.

   • If you do not 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 Delete Cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. or Delete Interactions Using a Recycle Bin, the option is not available.

   • If a case is under legal hold and you do not have the privilege to Disable Legal Hold, the option is not available.

3. To complete the deletion, do one of the following:

   • For a case not used for Legal Hold or for a recycle bin, click Delete.

   • For a case used for Legal Hold, click Delete Legal Hold case.

Related topics 

Creating and managing cases

Legal hold cases