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As part of our obligations under GDPR, we are required to implement a retention policy across all of our data-holding systems. We currently have no way to redact interactions in line with the redaction process on our CRM. More details below. Has anyone else actively encountered this issue? If so, we would love if you reached out as we are trying to establish a collective of customers with whom we can work to put this idea to Genesys.
In Genesys, we are retaining data for longer than is necessary as we do not have an appropriate retention policy in place. This is because there is no divisionally-aware bulk deletion tool available on Genesys that would allow us to delete multiple interactions and their associated metadata. We share our Genesys org with other lines of business (each has its own division in the org). We are not the controllers of this data, and as such we require a divisionally aware tool. Individual call recordings associated with interactions can be deleted by an admin if requested, but this does not meet our need – we want to delete not just call recordings, but entire interactions, and we want to be able to do so for multiple interactions at a time using an API.
The Genesys GDPR API tool allows for the "hard deletion" of all interactions related to a specific phone number within Genesys, but this tool is not divisionally aware, meaning it is not possible to delete the interactions from one division only. As such, if a client phone number is associated with interactions in more than one division, interactions from the other division(s) would be incorrectly deleted too. This means there is a risk that administrators from other entities could unintentionally delete our data and vice versa.
Ideally, we would be in a position to bulk delete interactions based on lists of interaction IDs (e.g. list of interactions associated with clients who are in the process of being redacted from our central database).As said, if you have actively encountered this issue we would love if you reached out as we are trying to establish a collective of customers with whom we can work to put this idea to Genesys.
The main PIPL/GDPR requirement that the proposed solution provides an answers to are the following:
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