I am currently auditing our analytics data retention policies for GDPR compliance. We are required to obfuscate or delete any PII (like customer phone numbers) from our interaction records after ninety days. I see that there is a ‘Data Retention’ setting in the Admin menu, but does this setting also apply to the participant attributes that were set in Architect? If not, how can we programmatically scrub these attributes from our historical analytics data?
Hello Yui14! I am a predictive routing beta tester and I deal with these data scrubbing requests for our AI models. The standard data retention setting only applies to the recording files and the basic interaction metadata. It does not automatically scrub the custom participant attributes that you set in your flows. To scrub those, you must use the ‘GDPR Request’ API or write a script that iterates through your historical conversations and uses the PUT /api/v2/analytics/conversations/{conversationId}/attributes endpoint to clear the sensitive values. It is a slow process but it is the only way to be fully compliant!
Greetings. I am a former PureConnect admin and I am still getting used to the Genesys Cloud analytics engine. In PureConnect, we had a SQL script that handled our data scrubbing, but here everything is via API. To follow up on Har40, you should be very careful when scrubbing attributes, as some of them might be used by your reporting dashboards. If you delete an attribute that is used for ‘Division’ filtering or ‘Skills’ analysis, your historical reports will break!
Hello everyone! I have been helping the community with these compliance questions for many years. Yui14, instead of scrubbing the data after ninety days, why not avoid storing the PII in the analytics database in the first place? You can use the ‘Sensitive’ flag in your Architect variables. This ensures that the data is encrypted at rest and is not included in the standard analytics exports or reports. It is a much more proactive way to handle GDPR requirements and it saves you the headache of running scrubbing scripts every month!