Delete End User's Name in All Identities

Removes the author's name and any personal information. This job can be used to achieve compliance with data protection policies, such as the General Data Protection Regulation (GDPR) in the United States.

Contact center administrator Akela Wolfe wants to remove contact data after a certain number of days in order to be compliant with data protection policies, such as GDPR.

To accomplish this automated process, Akela creates a scheduler. She sets the Interval to execute daily at midnight and applies the following condition:

  • End user last modified time—allows her to specify if she wants to target contacts that are newer or older than a specified time. Akela sets the condition to target contacts older than 90 days.

Then, she creates a delete end user's name in all identities job and assigns it to the scheduler.

With this configuration, all contacts that are older than 90 days will have their data deleted from CXone. This job will run every day at midnight because Akela used a scheduler.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Delete end user's name in all identities.

  6. Select the Content removed reason:

    • Select Time to Live if you need to remove the data after a certain amount of time has elapsed.  

    • Select GDPR if you need to remove the data for privacy reasons.

    • Select Other if you are removing the data for a different reason, such as limited storage capabilities.

  7. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.