Goal: How to define a workflow that includes GDPR compliant recording.
Complexity: Low
Preconditions: LUCS and Verba installed.

Related Chapters: 

Announcement with a customer input to choose if the conversation should be deleted in Verba

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1

Lucs Configurator

Workflow Structure

Create a Workflow with a Workflow element "Customer Input" to trigger the Workflow element "Anonymize Reporting Data".

Finished Workflow structure with the Workflow element "Anonymize Reporting Data"
2

Lucs Configurator

Workflow Instance

(warning) By default, Verba Recording does not anonymize recording data as this would effectively delete recording data. This can be done in Verba with Log Masking and it's only a global setting.


When the Agent is recorded by Verba and you want to delete the related conversation then you can set a flag to delete the recorded conversation. Use the Workflow element "Anonymize Reporting Data" and set the Value "AnonymizeReportingDataActivityLogic:AnonymizeRecording" to "True".


The setting is set on the Workflow element "Anonymize Reporting Data".


UCIDUC  LUCS Application 036