Delete interactions using a Recycle Bin rules

If you have the Delete interactions using a Recycle Bin privilege, you can create rules that permanently delete any number of interactions. Reasons for deleting interactions include requests by customers or employees to have their data deleted, for privacy regulations, or if interactions were captured that should have been omitted from capture.

In a Delete interactions using a Recycle Bin rule, you define:

An action, in which you select the recycle bin that the rule populates with interactions.
The conditions, which enable you to define the criteria used to find interactions and the start and end date for the rule. If there is no end date, the rule runs indefinitely.
Whether the rule is enabled or disabled for execution.

When the rule finds interactions which match the condition criteria, Project Rules Manager copies the interactions to the recycle bin configured in the rule.

How recycle bins work

A recycle bin is a special case type in Risk Management which enables you to group interactions for bulk deletion. Each recycle bin serves as a temporary location for interactions before removal occurs. A recycle bin has a configured number of days before deletion occurs. The days until deletion is a period from a minimum of one day up to a maximum of 10 years. The period begins to count down for an interaction when it is added to the recycle bin. To learn more about recycle bins, see the related information section.

To create, update, or delete recycle bins, use Risk Management. From Project Rules Manager, you can only select a recycle bin to use.

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 where the maintenance job lacks permission to delete files.
An interaction deleted using the Recycle Bin does not delete information from the Speech Analytics index. Although the Speech Analytics portal shows the deleted interaction, users cannot replay the interaction or view the interaction transcription.
An interaction deleted using the Recycle Bin remains visible in the Text Analytics portal until it expires, according to the Text Analytics retention policy.

Completed rules

The Delete interactions using a Recycle Bin rule is marked as completed in the Project Rules Manager after the end date of the rule.