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How to delete conversations and data in Capturi
Data security has top priority at Capturi, so of course we have also made it super easy to delete conversations and data, so may uphold your internal procedures for data management.
Below you can read more about how you manage deletion of conversations and data in Capturi.
How can I delete conversations in Capturi?
There are two ways to delete data:
Manual deletion of single conversations
Automatic deletion after a given period
Manual deletion
Users with the role Owner or Admin kan easily delete single conversations.
You do this on the individual conversation page via the three dots in the upper right corner of the page.
To find a specific customer conversation/-s you search for the customers phone number in the filter "customer".
Automatic deletion after a given period
You can configure Capturi to automatically delete conversations after a given period according to you deletion policy/-ies. How you choose to configure it, should of coure reflect your need for keeping data for statistical purposes.
Policy 1 (partial deletion)
This policy will delete your conversations after a given timeinterval, but allow you to keep the data necessary to make statistic analysis in the future and recalculate trackers.
This way historical data is preserved enabling you to see tracker development over time as well as sentiment, score etc.
What is deleted?
The audio file so playback is no longer possible
The customer phone number
What remains?
Satitstics
Employee name
Anonymised transcription on the backend (which is not accessible via the user interface) where all emails, names and numbers (like CPR, customer numbern, phone numbers) are permanently removed.
As all these informations are removed, there are no longer any personal information that makes it possible to link the transcription to a specific person, and therefore Capturi is no longer handling any personal data.
Policy 2 (complete deletion
This policy ALL data about the conversation, and the conversation will no longer exist anywhere in Capturi, meaning it is not possible to get statistics about the conversation once it is deleted.
So if the deletion timeframe is set to 90 days, it is not possible to get a historical view further back than 90 days.
What is deleted?
Audio file
Customer phonenumber
Transcription
All statistics
What remains?
Nothing
Policy 3 (combination)
You may combine policy 1 and 2 to get the optimal setup.
For example you can use policy 1 with a timeframe of 90 days combined with policy 2 after 180 days.
In this example the audio file and customer number is removed after 90 days and everything else after 180 days.
Deleting library snippets
Library snippets follow their own configurable deletion policy, and it is therefor possible to keep snippets from conversations that have been deleted by the general deletion policy.
This is especially relevant for you, if you plan to build a substantial library and do not wish to constantly maintain it by spending time adding new but similar snippets.
Keeping the snippets are possible because it is created and stored as a separate audio file, when you create the snippet.
If you have any questions to your deletion strategy please contact you customer succes manager.
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Manuel sletning af en enkelt samtale
Manuel sletning af en enkelt samtale
Med rollen 'Administrator' kan du nemt slette en enkelt samtale. Dette gøres inde på samtale-siden via 'prik-menuen' i øvre højre hjørne.
For at fremsøge den relevante samtale, der ønskes slettet, kan du via filteret 'Kunde' hurtigt fremsøge samtaler via kundens telefonnummer.
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Automatisk sletning af samtaler efter en given tidsperiode
Automatisk sletning af samtaler efter en given tidsperiode
Capturi kan opsættes til automatisk at slette jeres samtaler og data efter en bestemt periode i henhold til jeres generelle slettepolitik.
Sletningen er opdelt i 2 indstillinger:
Samtaler
Lyd
Statistik
Biblioteksklip
Nedenfor beskrives de forskellige muligheder i mere detalje, herunder hvad I som kunde skal tage stilling til.
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Sletning af samtaler
Sletning af samtaler er opdelt i to indstillinger:
Lyd
Statistik
Dette er gjort for, at det er muligt, at bevare statistikken på jeres samtaler, herunder f.eks. at genberegne trackers på slettede samtaler, selvom at lyden er slettet.
På den måde bevares historikken i form af udvikling i tracker-hits, sentiment, score m.m. selvom at selve lydfilen er slettet.
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Lyd
Her indstiller du hvor mange dage I ønsker at lydfilen skal bevares.
Hvad slettes?
Lydfil, så det ikke længere er muligt at genspille samtalen.
Kundens telefonnummer.
Hvad bevares?
Statistik
Medarbejderens navn
Anonymiser statistik når lyden slettes. Fjern kendte numre og navne fra transkriptionen
Hvis denne funktion slåes til, anonymiseres transskriptionen, i forbindelse med, at Lydfilen slettes.
Det hvilket betyder at den uigenkaldeligt renses for CPR-numre, kontonumre, personnavne, kundenumre, e-mails osv.
Da alle disse informationer slettes, vil der i platformens backend ikke længere være informationer, der gør det muligt at henføre transskriptionens øvrige indhold til en given person, hvorfor der ved Capturis behandling af transskriptionerne ikke behandles personoplysninger.
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Statistik
Her indstiller du hvor mange dage, I ønsker at statistikken for en samtale skal bevares.
Når statistikken for en samtale slettes vil denne samtale ikke længere være tælle med i øvrig statistik og analyse af udvikling over tid.
Er sletning af statistik således sat til 90 dage, så vil kun være muligt at lave analyser baseret på de forudgående 90 dage.
Hvad slettes?
Transskription
Al statistik
Hvad bevares?
Intet
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Sletning af biblioteksklip
Her angives hvor længe I ønsker at bevare jeres biblioteksklip.
Selvom at en samtale er slettet, er det muligt at bevare biblioteksklip, der relaterer sig til den slettede samtale. Det kan være en fordel, hvis I ikke løbende vil bruge ressourcer på at vedligeholde jeres bibliotek med nye lydklip.
Det er muligt, at bevare biblioteksklippet, da Capturi opretter en ny og selvstændig lydfil i forbindelse med oprettelse af et biblioteksklip. Således kan denne fil altså bevares selvom lydfilen for den relaterede samtale slettes.
Det bemærkes i den forbindelse, at det direkte i platformen er muligt at begrænse bibliotekklippets lydfil til kun at omfatte det, der netop er relevant at dele.
Har du spørgsmål til ovenstående, så kontakt jeres customer succes manager, som kan hjælpe med at finde ud af hvad der passer bedst til jeres forretning.