Data Management
Overview
Sharpen Data Management is a feature available to all Sharpen customers that provides control over data retention policies for interaction data housed within the Sharpen platform. Administrators can configure automated purge jobs to manage storage and maintain compliance with their organization's data retention requirements.
The following data types are covered by Data Management:
Insights Data
All reporting data related to Queue interactions
Queue Audio Recordings
Queue Transcriptions
Queue Desktop Recordings
Important: Data purges are permanent and cannot be undone. Once data is deleted, it cannot be restored. Configure purge jobs carefully and ensure all stakeholders have reviewed retention policies before enabling deletion.
Enabling Data Management
The Data Management tool is visible in the Sharpen interface for all organizations. However, the actual deletion function is disabled by default on the backend to allow administrators to review and configure jobs before any data is permanently removed.
During the initial phase, purge jobs can be created and will run nightly — but no data will be deleted until the feature is activated. Once your organization is ready, contact Sharpen Care or your Customer Success Manager to request that the feature flag be enabled. After activation, configured jobs will run nightly and data will be permanently deleted according to the defined retention periods.
Job Types
There are two types of purge jobs available:
Global Job Deletes all supported data types for the entire organization based on the defined retention period. Global jobs apply across all queues and override any Q-level jobs that are configured.
Queue (Q) Job Targets specific data sets at the queue level, allowing more granular control. Q jobs can be configured with the following options:
One or more specific queues to apply the job to
Data type: either all data or desktop recordings only
A retention period between 1 and 5,000 days
If a Global job is configured with a shorter retention period than a Q job, the Q job will run but have no effect — the Global job will have already purged the data. The interface will display a warning for any jobs that are rendered ineffective by another job.
Access and Permissions
Data Management is initially accessible to top-level administrators only. Access can be extended to other users through the standard User Groups permissions settings under Admin > Settings > User Groups.
Data Retention by Onboarding Date
Customers onboarded after January 1, 2022 A default Global job is pre-configured for all new customers, set to purge all data older than 400 days. This allows Insights reports to be run for up to one full year, through the end of the previous complete month.
Customers onboarded before January 1, 2022 Existing customers do not have a default job configured. Your account representative will work with you to define the most appropriate data retention policy for your organization.
Impact on Insights Reporting
Purging data directly affects Insights reporting. When data is deleted, it is permanently removed from all Sharpen databases that Insights pulls from. Any reports or dashboards with date ranges that extend beyond the configured retention period will no longer reflect that data.
It is strongly recommended to align your data retention settings with your reporting requirements before enabling deletion.
Additional Cost Considerations
Data Management settings may affect your monthly billing depending on how your organization configures retention.
Desktop Recording storage is always billed based on usage. The Data Management tool provides the ability to manage Desktop Recording storage costs by configuring Q-level purge jobs specifically for desktop recordings, independent of other data types. For more information on Desktop Recording billing, refer to the Desktop Recording Storage article.
API Access
There are no customer-facing API endpoints for the Data Management tool, all configuration must be performed through the Sharpen Data Management interface. If your organization needs to retain local copies of any data types, data and recordings can be downloaded manually or retrieved through other available Sharpen APIs related to those specific services.
This article is part of a series on Admin Configuration topics.