How to remove respondent data (PII expungement)

Manage automatic removal of survey responses and QA transcripts.

To maintain the privacy and security of respondent data, Agent Connect does not store feedback survey responses indefinitely. The Feedback expunge threshold in days setting on the Company Info page determines how long survey responses are kept, and the Expungement threshold setting on the QA settings page determines how long chat transcripts and voice recordings from QA reviews are kept.

Remove survey response records

Survey response records are removed on a configured cadence, based on the Feedback expunge threshold in days setting on the Company Info page. Once per day, Agent Connect will remove any responses that have reached the threshold. The default value is 30 days.

To update the Feedback expunge threshold in days setting, open the Settings page, then click the "Company Info" tile.

Company Settings showing the Feedback expunge threshold in days option

Expunge QA transcripts and recordings

QA reviews often contain chat transcripts and voice recordings of customer interactions. The Expungement threshold setting on the QA settings page sets the number of days after which transcript text will be starred out and call recordings will be replaced with blank files. The default value is 30 days, with a maximum of 90 days.

To update the Expunge threshold setting, open the Settings page, then click the "QA" tile.

QA setup highlighting the Expungement threshold setting
Tip: To remove transcripts and recordings as quickly as possible, set the Expunge threshold to 1.

Changing the Expungement threshold will also apply to previously completed reviews.

Personally identifiable information (PII) expungement policy

To comply with GDPR and CCPA policies, personal data should be deleted after 30 days, even if transcripts and recordings will be kept for longer. For that reason, Agent Connect automatically detects PII in transcripts and recordings, and removes the specific portions containing PII after 30 days. If you set the Expunge threshold higher than 30, you will still have access to your transcripts and recordings, but they will no longer contain PII.

Note: Agent Connect also purges customer data, including names and emails, for survey response records when viewing them via feedback exports or when requesting feedback data through the Data Return API.

When exactly is PII removed?

Agent Connect pulls chat transcripts and voice recordings as soon as a QA review is generated, and PII is removed 30 days after that. This could be more than 30 days since the interaction took place or the time that the source system sent the interaction data to Agent Connect.