Submit GDPR Privacy Requests

As part of the European Union's General Data Protection Regulation (GDPR), end users have the right to erasure. This means that if a contact requests that you delete their data, you must delete or anonymize all their personal information. This includes the information housed in CXone. To have this information removed, you must submit a request on the Privacy page in Admin. You can submit the request manually on the page or in bulk with the bulk upload template. Once a request is submitted, CXone will remove that contact's information. CXone only supports erasure requests on the Privacy page. You can only have 500 active requests at a time. The number of requests displays at the top of the page. It will show the number of successfully processed, failed, and skipped requests.

Submit Manual Requests

  1. Click the app selector and select Admin.

  2. Go to Security > Privacy.

  3. Select Phone or Email as the Identifier Type.

  4. Enter the Subject Identifier. If you selected Phone as the Identifier Type, enter your contact's phone number. If you selected Email as the Identifier Type, enter your contact's email address.

  5. Click Submit New. CXone will use this request to identify and delete your contact's information.

Submit Requests in Bulk

  1. Click the app selector and select Admin.

  2. Go to Security > Privacy.

  3. Click Bulk Upload.

  4. Click Download Template. A CSV file will download to your device.

  5. Open the CSV file.

  6. In the first row of the file enter the following:

    1. In the Identifier Type column, enter Phone or Email.

    2. In the Subject Identifier column, enter the contact's phone number or email address. If you selected Phone as the Identifier Type, enter your contact's phone number. If you selected Email as the Identifier Type, enter your contact's email address.

  7. Repeat the process for each erasure request, with one request per row. CXone only supports 500 active requests at a time.

  8. Once finished, save the edited file and upload it on the Privacy page. CXone will use this request to identify and delete your contact's information.