The integrated data deletion function can be used to delete specific customer requests (chat, phone call and mail modules). To be able to use this functionality, the supervisor must be assigned the “CleanArchive-display” right via their groups. The deletion log is then located on the web server and can be viewed via the supervisor menu item Administration –> System –> Logging log file routing.cleanarchive.log. To obtain detailed information about the deleted requests, the “Detailed Log” option must be enabled under Administration –> System Settings –> System –> Data Deletion.
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Internal system rules for deletion
Data deletion is based on saved searches. For this purpose, a search run is performed in the Advanced search in the Supervisor and saved as a favorite (via the Save as button). The search then appears under My Favorites. When deleting data in the Execution tab, this favorite is selected in the dropdown under Saved Search. The further settings for data deletion then refer to the results of this search.
You can also use the search tab to delete e.g. individual transactions. To do this, go to Advanced Search and select the search results to be deleted via checkbox. This activates a drop-down menu at the top right above the search results at Actions. Clicking on Data deletion saves the selected entries as a search and transfers it to the data deletion area.
Deletion is based on transactions, i.e. calls are only deleted
- if they do not belong to processes that still contain open calls
- if all requests of the connected process have also been selected for cleanup in the same deletion run.
- if the call itself has been closed or answered.
- phone calls must be finished before they can be deleted; as sometimes calls are not finished correctly can be deleted after 24 hours.
So for requests belonging to a process, make sure that all requests of the process are deleted with the same delete run configuration! Otherwise all inquiries of the incompletely closed process remain.
The system prevents the deletion of individual tickets from a process so that the process is not incomplete and the entire clarification process for this process can no longer be traced.
One time execution
The mask is structured a little bit different than known from the Supervisor because deletion runs should be able to be executed directly, i.e. without having to save them beforehand. Therefore, when you enter the dialog, you start on the execution tab, where you can configure your “onetime” deletion run and execute it directly.
Scheduled recurring execution
If, on the other hand, you want to set up a recurring deletion run, you have to switch directly to the Task Planning tab and use the New button to create a new deletion run configuration.
The Execution tab is the same in both dialogs, so it is only described once here.
Execution tab
- Execute button – Executes the delete operations defined below. Is enabled only if the configuration is suitable for execution, i.e. either mails or chats with at least one content type (content, history data, or search index) are to be deleted.
- Reset button – resets all fields of the input mask to the initial state.
There will be no confirmation prompt. - Saved search – Displays all saved search favorites visible to the logged-in supervisor, which werepreviously saved via the detailed search or transferred to this supervisor via user rights. The saved searches are executed in the rights context of the user who originally saved this search! So if the saved search belongs to another user, their username will be displayed in brackets after the search name.
- Search results button – If a saved search is selected that was also created by the currently logged-in supervisor, this button can be used to open the search in a new window for checking the resulting entries.
If the search was saved by another user and shared only with the supervisor, this button remains disabled because the delete run executes the search in the context of the original user and it could be that the supervisor can thus see data that they is not actually allowed to see - Settings
- Execute for chats – Executes the selected saved search and takes the found chats into account.
- Execute for calls – Executes the selected saved search and takes the found calls into account.
- Thus, if calls are to be deleted from the delete run, this option must be enabled.
- It may happen that not all requests found by the search are actually deleted. For example, one-way tickets will not be deleted if there is still an open ticket in their process or simply if the status of the ticket itself is still open.
- Delete content – if active, deletes the mails themselves in case of queries from the Mail module – and the individual chat messages in case of chats, the assigned phone tickets in case of calls. The additionally saved metadata such as date of receipt, email addresses, subject (for mails), category, etc. or the whole reporting capability will be preserved.
- Delete historical data – deletes – if active – the metadata such as date of receipt, email addresses, category etc. as well as the search index and the contents. Mail contents and thus the full text search index cannot exist without the metadata.
- Delete search index – deletes – if active – all mail contents from the full text search.
- Delete entire process – If activated, this will also delete further individual tickets of tickets to be deleted that belong to a task, even though they may not have been found by the search selected on the delete run. Thus, the number of deleted tickets can increase against the number of hits from the search.
- Enable content deletion of emails belonging to undeletable processes – This option can be used to control deleting the contents of emails that belong to a task that is not fully completed. This option can be enabled only if at least the “Execute for mails” and only the “Delete contents” options are selected.
- Delete unused email addresses – Causes a check to be made across all mails after the delete run to see if email address entries exist that are no longer referenced by any request. These will then be deleted.
- Delete unused phone numbers – deletes phone numbers orphaned by call deletion.
- Delete unused contacts – Causes a check to be made after the deletion run across all mails as to whether contacts exist that are no longer referenced by any request. These will then be deleted.
- Delete unused messenger identifiers – A unique messenger identifier is assigned to each messenger message input. This is effectively the “Messenger phone number” that is stored on the connected account. If, as a result of a chat delete run, no more chats exist that reference this Messenger Identifier, then this Messenger Identifier is deleted and thus detached from the contact.
- Delete unused Messenger dialogs – Incoming Messenger messages are saved as chats and are all assigned to the same Messenger dialog per sender. So there is one messenger dialog per sender that contains all chats of this sender. This allows scrolling up in a Messenger chat to view older chats from the same sender. If all of a customer’s chats were deleted during a chat delete run, no chat will reference their Messenger dialog anymore, which will then be deleted if this option is enabled.
- Anonymize contacts – Deletes the connection between the contact and the request, preventing association between the contact and the process. This option can only be activated if Delete content is activated and “Clear historical data” is not activated. If the option Delete unused contacts is also selected, the data of these contacts will also be deleted as soon as no process refers to them anymore.
- Delete notes – Deletes the notes that were created for processes. Can only be activated if Delete content is activated and Delete historical data is not activated.
- Replace subject with – This option allows the subject of mails to be overwritten with a fixed value and thus made anonymous.
- Delete duplicates older than (in days ) – Deletes duplicates sorted out on receipt that the agents do not even see. For revision reasons, they are kept until they are deleted using this option. The age in days determines up to how many days newly received duplicates are kept.
- Delete reports from age (in days ) – Deletes transmission reports that remain on the system for revision reasons. The age in days determines up to how many days newly received transmission reports will be kept.
- Delete properties – This option can be used to delete specific chat and mail properties. This is only possible if either “Execute for mails” or “Execute for chats” is set and “Delete history data” is not set. The properties are entered with their name and ENTER in the input field. After each ENTER, a “chip” is visually displayed for this, which can also be deleted again using “x” or the DELETE key on the keyboard.
- Only this : Deletes the chat and mail properties specified in the input option below from entries found via the selected saved search.
- All, except these – deletes all properties except the chat and mail properties specified in the option below.
Please note: If no properties have been entered, no properties will be deleted with this setting!
The indicator that something is to be deleted at all is the Properties field – if this is empty, no properties will be deleted!
If you want to delete all properties from enquiries, you would have to select a property name that does not exist (e.g. ‘all’+ENTER) and start the deletion run with this.
- Simulate operation – executes the configured deletion run in a simulation. Results are stored in the log file. If this option is active, no data will be deleted!
Task planning tab
On the Task Planning tab, all scheduled deletion runs are clearly displayed in a list with a lot of helpful
information.
These would be:
Active – Status display whether this delete run is deactivated, activated, scheduled (start date still in the
future) or expired (end date is in the past).
Name – the short name of the deletion run, limited to 128 characters.
Description – the detailed description of the deletion run
Start time – the start time for this delete run entered when creating the run
End time – the optional end time for this delete run entered when creating the execution
Last execution – The timestamp of the last execution (start of the execution)
Next execution – the time of the next execution calculated on the basis of the start date and interval
Creator – user who configured this deletion run.
Search context – user under whose user permissions the search filter specified on the delete run is
executed.
Buttons above the list
New – Opens the dialog for creating a new deletion run to be scheduled.
Delete – Deletes the selected deletion run(s).
More actions – Activate / Deactivate. Activates or deactivates the marked deletion runs so that they are automatically executed by the system on the server when they are due. The activation state is prominently displayed in the list.
General tab
This tab is visible when an existing deletion run is opened from the task scheduler or a new deletion run is to be created for the task scheduler.
- ID – system-wide unique number of this deletion run. It is assigned automatically when creating a new run and cannot be changed.
- Created – the creation date of this deletion run. The user name of the user who created this deletion run is displayed in brackets after it.
- Modified – The last modification date of this deletion run. The username of the user who modified this delete run is displayed in parentheses after it.
- Last run – Shows when the run was last started.
- Next run – the time of the next run calculated from the start date and interval
- Search context – User name of the user under whose user permissions the search filter specified on the delete run is executed.
- Name – Freely definable name up to 128 characters, under which this delete run can also be found in the task scheduling list.
- Description – a description that should explain what the delete run does and for what reason.
Planning tab
- Start time – Specifies the time from which this run should be executed automatically. If this time is in the past and the deletion run is activated through the task scheduling list, the first execution is made up and the run is executed immediately.
- End date (optional) – Specifies until when this deletion run should be executed automatically at the specified interval. The end date is optional and can therefore be left blank. This will also cause the run to
be executed over and over again until it is manually deactivated. - Execution – interval at which the run should be executed. Depending on the selection, the detail fields below will also change to precisely limit the execution:
- If Daily is selected:
- Interval (in days ) – Here you can enter the daily interval at which the run is to be executed. Example: A “2” causes an execution every second day.
- If Weekly is selected:
- Interval (in weeks ) – Here you can enter the weekly interval at which the run should be executed. Example: A 2 causes an execution every 2 weeks.
- Day of week – Here you can enter all weekdays on which the run will be executed at weekly intervals. Example: A 2 in the Time interval (in weeks) field and set check marks at “Monday” and “Wednesday” causes the run to run every two weeks on Monday and Wednesday.
- If Monthly is selected:
- Interval (in months ) – Here you can enter in which monthly interval the run should be executed. Example: A 2 causes an execution every 2 months.
- Type of execution
- On specific day of the month – here it is possible to specify a day. Thus, a 31 causes an execution every month on the 31st of the month. If the month does not have 31 days, the run will be executed on the last day of the month.
- On a certain day of the week – specifies on which day of the week in the new month the run should be executed. Example: The “First Thursday” setting starts the run on the first Thursday of every x-th month (see “Interval in months” setting).
- If Yearly is selected:
- Interval (in years ) – Here you can enter in which yearly interval the run should be executed. Example: A 2 causes an execution every 2 years.
- Type of execution
- On specific day of the year – here it is possible to specify the day and month in further input fields. Thus, it can be specified that the run is always executed, for example, exactly on July 25 of the year.
- Day of the month – the day on which the run will be executed in the additionally entered month of the year.
- Month – the month in which the run will be executed in the given year.
- On specific day of the week in the month – With this option it is possible to start the run e.g. on every second Wednesday in August.
- Weekday – Here it is possible to set on which weekday of which week of the month the run should be started. Example: Last Tuesday – the run will be started exactly on the last Tuesday in the due month.
- Month – Determines in which month the run should be executed.
- If Daily is selected:
Log Tab (since version 12.21)
A new tag Log allows to view the so far executed data deletion jobs. You can select the job you wish to view from a dropdown list and find all the details described below.
It is possible to drop all existing Log entries using the delete buttons:
- Delete all: Delete all existing log entries (with confirmation prompt).
- Delete selection: Delete selexted log entries (with confirmation prompt).
Select the deletion run
- ID: ID of the deletion run
- Start date: Start of execution of the deletion run
- End date: End of execution of the deletion run
- Single ticket: Number of deleted individual tickets
- Contacts: Number of deleted contacts
- Emails: Number of deleted mails
- Messenger identifiers: Number of deleted Messenger contact options
Deletion failed due to:
- Active Calls / Mails in Process / Mails in Queue / Mail in Table Entry: Number with status not completed, respectively
- Mails in Unclosed Status: Number of processes with an open ticket
- Mail IDs: