General Info
Sharpen Data Management is a feature available to all Sharpen customers. It allows customers to control various aspects of their data retention that is housed within the Sharpen platform. This includes the following:
Sharpen Data Types
Insights data - ALL reporting (Insights) data related to Q interactions
Q Audio Recordings
Q Transcriptions
Q Desktop Recordings
Assumptions
When data is purged, the action is permanent and cannot be done
Currently there is no “exception” function that would retain data only. E.g. you cannot keep data from one Q while purging from all others with a global job
When data is purged it is completely removed from all relevant Sharpen databases that Sharpen Insights. This means reports/dashboards that contain data ranges beyond the retention times, will no longer reflect that data!
Use Cases, Exceptions, scenarios
Purging data has significant implications. Once deleted, customer data cannot be restored.
There are two current job types that can be configured:
Global - Deletes ALL data types listed above in “General Info” for the ENTIRE org, for the retention period defined
Q - Allows customers to target data sets by modifying
1 or more Q’s the purge job will apply to
Choosing either “all” data or only “desktop recordings” as the data type
defining the data retention period from 1-5000 days
Global jobs override Q jobs! If a global job is defined for a shorter retention than a Q job, the Q job will “run” be not have any effect since the global job will have already purged all data. The UI has a pop up for any jobs that are ineffective due to another job
Access and Permissions
Access to the Data Management Module is accessible initially only to top level Admins in each org. Customers may grant other users access to this module through the traditional User Groups permission
Additional Costs
Note that Data Management settings can incur additional monthly cost based on how the customer chooses to configure/retain data.
Customers onboarded after Jan 1 2022 - For all new customers, Data Management will be pre-configured with one global job. That job will purge all data older than 400 days. This allows Insights reports to be run for a year, up to the previous full month.
Customers onboarded before Jan 1 2022 - existing customers will not have a job created for them. Account reps will be working with customers to define the best data retention policies
Agent Desktop Recording - Desktop Recording always bills for storage, please see THIS ARTICLE for more information. The data mgmt tool is how a customer can control their monthly storage/costs related to Desktop Recordings, as they can be purged separate from all other data, with Q level jobs.
Enabling
The Data Management tool is enabled in the UI for all organizations. Because this tool can be used for permanent deletion of customer data, we’ve chosen to initially disable the delete function on the backend until a customer is comfortable with the tool. During the initial phase and customer can configure jobs, and they will “run” nightly, however no data will be deleted by default. Once comfortable, a customer can request a feature flag be toggled, which will then make the nightly jobs active, and data will be permanently deleted.
Insights Reporting
Purging data WILL AFFECT Insights reporting.