Data Retention (Shredding) Settings

1. By default this setting is disabled and data is retained forever
   
2. Once the setting is enabled, information in any text field of a contract record is shredded, including both custom and hard coded free text fields; examples of hard coded free text fields are: Content tab text fields (i.e interaction notes, worker comments, feedback, etc.), Name, Address, Phone Number, etc.
   
1. In other words, after data is shredded, the only remaining data available is that found in checkbox or drop-down list fields; this remaining data can still be used for statistics and reports. The only exception to this is the hard coded zip/postal code field, which is not currently shredded at this time.
   
3. Shredding occurs once a day in the early morning; this means if you adjust the setting on Monday, the changes won't take affect until early Tuesday morning
   
4. Once a call has been shredded, it can't be un-shredded
   
5. Admins and Supervisors can also select individual contact records to be excluded from the overall data shredding setting. See the Legal Hold help article for more information, or follow the steps at the bottom of this page.
   
6. Additional settings can be configured for just the messaging transcript field for iCarol Messaging 2.0 conversations. Read the help article Data Retention (Shredding) Settings for Messaging 2.0 Conversations for more information.
   

1. Days: 1, 3, 7, 14, 30, 60, 90, 120
   
2. Months: 6
   
3. Years: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10
   

Important Note about Shredding Profiles (Caller Profiles)

Shredding does not apply to Profile (Caller Profile) information, it only applies to the individual contact records. Identifying information must be manually deleted from Profiles if you wish for it to not exist, or your organization can choose to delete the entire Profile. Before deleting any Profiles or data from Profiles, you can export the data to XML files so it can be stored for future reference.

1. From within a new or existing contact record form, at the bottom of the 'Finish' tab, select the checkbox next to 'Put on Legal Hold - no editing can be done'
2. Submit the call report and your changes are saved
3. If you want to remove the legal hold follow the same steps, but deselect the check box instead
   

1. If your organization has enabled call report shredding, those call reports with the setting 'Put on Legal Hold' selected will not be shredded
2. In addition, after the call report shredding is enabled, another setting, 'Do not shred this call report', becomes available in all call reports, for Admin and Supervisor level users
3. Selecting the 'Do not shred this call report' setting makes it so the call report can still be edited by users with permission to do so (unlike when the 'Put on Legal Hold' setting is selected), and will just omit the call report from being shredded
4. Complete the same steps as outlined above to put a call on Legal Hold, the only difference being select the checkbox next to 'Do Not Shred' instead
   

1. the 'Chat with...' area, which is where the iCarol user send/receive messages during an active conversation, and
2. after a messaging conversation ends, the transcript is copied from the 'Chat with...' area the into a searchable text field in the Content area
   

1. choose to shred the 'Chat with...' area transcript after a certain amount of time
2. specify whether or not the 'Chat with...' area transcript should ever be copied into a searchable text field in the Content area of the contact form
   

1. As an Admin level user, from the main Calls page click 'Manage Call Report Forms'
2. Find the contact form version associated with an iCarol Messaging Portal and click the link to 'Edit this form'
3. At the top of the Edit Custom Fields page, click the link to edit the 'Overall settings for this call report form'
4. Under the Data Shredding section, from the drop-down list labeled 'Shred the conversation transcript after' select your desired time frame you wish to shred the conversation transcript after
5. Alternately, you can select the checkbox 'Do not copy the transcript to the contact form' to make it so the conversation is never copied to the contact form
   
1. Note, by default this checkbox is selected when the 'Shred this conversation transcript after' setting is enabled; if you want the conversation copied for any amount of time, deselect the checkbox for this setting
   
6. Click 'Save'

Note, if your organization has configured the Data Retention 'Shred' setting in Admin Tools to anything other than 'Always retain', the shorter time frame of the two settings will be respected.

For example, if you selected '1 day' for the Admin Tools setting, and '3 days' for the Overall Settings page, then Admin Tools setting is respected. But if you selected '3 days' for the Admin Tools setting, and '1 day' for the Overall Settings page, then the Overall Settings page is respected.