Removing Data

You can remove or anonymize data in VCC Live if you no longer need the data to be stored in VCC Live or due to various regulatory requirements.

Table of Contents

• Anonymizing Fields
• Deleting E-mails, Chats and Tickets Automatically
• Deleting E-mails, Chats, and Tickets Individually

Anonymizing Fields

You can do that if you have uploaded data that you would like to be anonymized after a certain period in VCC Live.

To mark a data element as containing personal data, navigate to your Project, then select Database and Fields. For each relevant field where you would like to select this option, mark them individually as Personal data. Note that phone fields are marked by default as personal data, and cannot be unmarked.

To initiate the actual anonymization process, do the following:

1. Navigate to your Project and select the General tab.
2. Select Record anonymization
3. In Anonymize records after (days) define the number of days after which data shall be anonymized. You can define values between 30 and 10,000. The default value is 365.

Note that:

• Anonymization considers the date when the record was imported. If the anonymization is enabled and the number of days since import has exceeded the days set up in Anonymized records after (days), then the record will be anonymized.
• Anonymization replaces the values in the marked fields with hash values in all reports.
• After anonymization, the anonymized records will receive a disposition called Anonymized
• During anonymization, all related tickets, chats, emails, and events of the customer record are deleted.
• The anonymization process is carried out overnight.
• Changing these settings will appear in the User Activity log.

Deleting E-mails, Chats and Tickets Automatically

You can have the system automatically delete e-mails, chats, and tickets after a certain number of days if they are not needed anymore.

1. Navigate to your Project and select E-mail
2. In General settings select Automatic deletion of e-mails, chats and related tickets
3. When selected, you can enter the number of days in Automatic deletion after (days) after which these entities will be deleted

Note that:

• The minimum number of days you can select is 30
• This process will delete e-mails and chats if there is no reply in the given period
• If the related ticket has no more chats or e-mails left, then the ticket is also deleted
• If the customer record was also created outside of the given period and it has no tickets left, then the record is also anonymized (if any of its fields are set as Personal data)
• Attachments are not deleted
• If an e-mail or ticket is still locked to an agent, then it is not deleted
• Despite the deletion, related statistics will still display correct data.
• The anonymization process is carried out overnight.

Deleting E-mails, Chats, and Tickets Individually

Emails, tickets, and related chats can also be deleted individually or in bulk mode from the Ticket list and the Email log

Note that:

• In the Ticket List and Email log, users can select 1 or more tickets or emails and delete them.
• Deletion will be only performed after Captcha confirmation
• Deletion is only possible if the user has the necessary rights
• If a ticket is deleted, then all related emails and chats are deleted as well
• If tickets were merged before, then they are all deleted
• If a ticket or an email is currently being edited, then it is not deleted
• Each deletion is logged in the User Activity Log
• Statistics won’t change after deletion
• Attachments are not deleted