Delete interactions for GDPR rules

If you have the Create Delete Interactions Rules privilege, you can create one-time rule that permanently deletes interactions. For example, customers or employees request to have their data deleted per Global Data Protection Regulation (GDPR) or for any other type of privacy regulation.

When you create a rule to delete interactions, Project Rules Manager retrieves interactions that match the conditions of the rule and displays them for review:

You can review each interaction and decide which ones to include in the rule. For example, you can decide not to delete certain interactions that need to be retained for legal reasons, or evaluated interactions that have business value.
Up to 2,000 interactions are retrieved per rule. If more interactions match the conditions in the rule, only the first 2000 interactions are retrieved. To delete the remaining interactions, create another rule with the same conditions.
Project Rules Manager retrieves only interactions that are within your visibility. If you are assigned the Search for Interactions Outside my Role Scope privilege, Project Rules Manager retrieves all matching interactions, including those interactions outside your visibility.
You can optionally set the rule to export interactions marked for deletion to a secure FTP site before the deletion.

When the rule executes, Project Rules Manager starts deleting the metadata, transcriptions, and media of interactions included in the rule. The media for the interaction are immediately deleted from the call buffer on the recorder and supported third-party archives such as Amazon S3, Azure, SAN, and EMC. The metadata and transcriptions are added to the Database Purger queue and are permanently deleted during the nightly run of the purger.

Interactions are not deleted when:

Stored on WORM (Write Once Read Many) drives, removable media, or archive drives where the maintenance job lacks permission to delete files
Under legal hold

The Delete Interactions rule is marked as completed in the Project Rules Manager when:

The media of the selected interactions is deleted from the call buffer of the recorder and supported third-party archives.
The transcriptions and metadata of the selected interactions are added to the Database Purger queue. While the metadata and transcriptions are in the queue, the interactions can still be searched for until the transcriptions and metadata are permanently deleted during the nightly run of the purger.
If set, interactions included in the rule are exported to a secure FTP site.
A summary email is sent to you with the number of successful deletions, number of failed deletions, and an error summary for failed deletions.

Benefits of interaction deletion using the Recycle Bin over GDPR rule deletion

Deleting interactions using the Recycle Bin offers several advantages over the use of the GDPR interaction deletion rule. The advantages of using the Recycle Bin are:

Process an unlimited number of interactions. A GDPR deletion rule supports a maximum of 2,000 interactions.
Application of a grace period to the deletion process. During the grace period, which you define as a period of days, you can review interactions scheduled for deletion in the Recycle Bin. If you find interactions that are not candidates for deletion, you can remove them from the Recycle Bin. A GDPR deletion rule does not support a grace period and requires review of the interactions at the time that the rule executes.
Automation of interaction deletion based on conditions that you define. Conditions apply to interactions already captured and can include interactions captured in the future. A GDPR deletion rule requires that you define and run the rule to delete already captured interactions.