In order to be GDPR compliant, you can remove or redact identifying information from case reports and recordings including email addresses, GPS information, references, names, etc.
To do this, you can use the API or you can use the admin portal (admin.sightcall.com).
Redacting a case report
Redacting a case report deletes all personal or identifying information about the guest and the agent from the selected case reports. This step cannot be undone. If you wish, you can download the cases first either through the API or the admin portal.
You can also do it manually through the admin portal:
- Sign in to the admin portal (admin.sightcall.com).
- Select Reports > Cases.
- Select the cases you wish to redact and click Redact.
- Select Yes on the Confirmation message to confirm or No to cancel.
Redacting or deleting a recording
Like case reports, the action of redacting or deleting a recording can not be undone. You can download the recordings first either through the API or the admin portal.
Files are deleted from recordings based upon the time frame set in the use case's media endpoint settings. This time frame can be either delete after being pushed to the media endpoint or keep the file for three days and then delete it.
- Sign in to the admin portal (admin.sightcall.com).
- Select Reports > Recordings.
- Select the recordings you wish to redact and click Redact.
- Select Yes on the Confirmation message to confirm or No to cancel.
To delete or redact all recordings, use Delete All or Redact All at the top of the page.