If your subscription does not include the Customer Experience Analytics (CX Analytics) add-on, please disregard this notice.
Summary
Talkdesk will release a new retention policy for call transcriptions and respective AI enrichments (hereby referred to as “data”) requiring customers to set retention periods.
Upon the expiration of a retention period, a purge operation of the transcription and respective AI enrichments will be triggered. The first purge operation is scheduled for November 25, 2024, hence administrators must configure their transcription retention period and export any required data before this date.
If no changes are made, Talkdesk will automatically apply the retention periods outlined below. Note that once the purge operation occurs, deleted transcriptions and AI enrichments will not be recoverable. Please keep reading to learn about the impact and action needed from customers.
What is changing and why
Call transcriptions are used to analyze customer and agent interactions with Interaction Analytics and AI-based Quality Management Assist, as part of the Customer Experience Analytics (CX Analytics) add-on. This allows our customers to identify key conversation topics and sentiment to uncover trends and actionable insights.
Our customers have requested the ability to manage their call transcriptions in line with their data management policies, and we are pleased to make this possible. Call transcriptions within CX Analytics can now be set to automatically delete after a specified time period, using the same steps available for calls, voicemails, and screen recordings.
Transcription retention periods can range from 1 day to “do not delete”. Administrators can access these settings, fully customizable, within the Storage and Retention section of the Admin panel. Learn more here.
Notable impact on customers
Upon the expiration of a retention period, a purge operation of the transcription and respective AI enrichments will be triggered. The first purge operation is scheduled for November 25, 2024, hence administrators must configure their transcription retention period and export any required data before this date. If no change is made, Talkdesk will prefill the retention periods as follows:
- Existing accounts: call transcription retention will automatically align with the retention period set for call recordings. For example, if call recordings are set to delete after 360 days, transcriptions and AI enrichments will also be set to delete after 360 days.
- New accounts: a default retention period of 180 days will be applied.
Note that for trial accounts, a 30-day retention policy will remain in place, and this retention period cannot be adjusted.
After November 25, 2024, the purge operation will occur daily at 4 AM UTC, deleting transcriptions and AI enrichments older than the configured retention period. AI enrichments include analytics such as customer intent, sentiment, mood, etc. To note that once the purge operation is executed, data cannot be recovered. However, customers can export transcriptions data before the purge operation occurs via the Interaction Analytics, see how here.
Action required
To ensure that call transcriptions and respective AI enrichments are retained according to your requirements, please follow these steps before November 25, 2024:
- Go to the Storage and Retention section of the Admin panel;
- Select the tab Retention policies;
- Under Transcription, adjust the retention period to the preferred duration, from 1 day to “do not delete”;
- Click Apply to save changes.
To make sure you have permissions to edit retention policies, see the Editing Retention Permissions.
Important dates
- September 24, 2024: release of the Transcription option under Retention policies (within the Storage and Retention section of the Admin panel) to all customers.
- November 28, 2024: deadline to adjust the Transcription retention period.
- November 28, 2024 and beyond: the new transcription retention settings will take effect, and a daily purge operation will begin, deleting data older than the configured retention period. Deleted data will not be recoverable.
Resources
- Talkdesk Data Retention Policy
- Storage and Retention: Recording Retention Policy
- Interaction Analytics: Data Export
- Interaction Analytics formerly known as Speech Analytics (reminder)
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If you have any questions or concerns, please contact your Customer Success Manager or the Customer Care team via the Talkdesk Support Portal.