GDPR relating to employees

Below is how to handle some of the EU General Data Protection Regulation act related requests that might come from the users of CallGuide subproducts.

ClosedRight of access by the data subject

Here is how you obtain information about an individual using CallGuide sub products within your contact centre.

Answer
User accounts are seen via CallGuide Answer settings. See GDPR for Answer.
BICC
Searching for user data is described in the BICC online help, available when logged in. Also see Additional services.
Callback
Search for callback records in CallGuide Admin. See Callback records.
Campaign
Search for campaign records in CallGuide Admin. See Find and fetch campaign records.
E-sign
See GDPR for E-sign.
Interaction View
Agents' interactions are seen via the agents' tools described in Interactions in Edge Agent and How to search in Interaction View.
Recording
With the Tenant Superuser role in CallGuide Recording you can see all user data. See User Administration.
Sms
Accredited Telia Company personnel can assist with search in CallGuide Sms Engine.
Statistics
Find user data in CallGuide Report. See All about Filter settings.
Survey
Find user data in CallGuide Survey as described in Handle other users’ accounts.
Teleopti WFM
Searching for data is described in the Teleopti WFM online help, available when logged in. Also see Additional services.
User ID
User accounts and related user information are seen in CallGuide Admin. See Basics about user accounts.
ClosedRight to erasure - Right to be forgotten

Information about an employee is for example user accounts, statistics and interaction data in various sub products. Generally, user accounts can be deleted. Statistics and interaction data is seen as part of performed work duties, and storage is allowed as long as the information is needed. With appropriate storage time settings there is no need for deletion of an employee’s statistics. Storage settings are described in GDPR for the administrator .

Answer
User accounts are handled via CallGuide Answer settings. See GDPR for Answer.
 
BICC
The handling of user data is described in the BICC online help, available when logged in. Also see Additional services.
Callback
Delete closed callback records via CallGuide Admin, described in Callback records.
Campaign
Delete closed campaign records via CallGuide Admin. See Find and fetch campaign records.
E-sign
See GDPR for E-sign.
Interaction View
Delete interactions via a right-click menu in CallGuide Agent. See About the Interaction View function.
Recording
With the Tenant Superuser role in CallGuide Recording you can delete user data as seen in User Administration. However, references from recordings to the deleted user will remain.
Sms
Accredited Telia Company personnel can assist with deletion of data in CallGuide Sms Engine.
Survey
Delete users in CallGuide Survey as described in Handle other users’ accounts.
Teleopti WFM
Pseudonymisation of data is described in the online help for Teleopti WFM. Also see Additional services.
User ID
User accounts are handled in CallGuide Admin. See Basics about user accounts.
ClosedRight to rectification

Information such as statistics and interactions describe actual events. Therefore it is not appropriate to make any changes to the information. However, user accounts can be deleted or rectified. Rectification is performed in the same tools as deletion can be carried out. See Right to erasure - Right to be forgotten.

ClosedRight to restriction of processing

Storage times rules are fixed and can not be prolonged for an individual. However, data can be stored elsewhere during an ongoing case. See Right of access by the data subject.

ClosedRight to data portability

The CallGuide solution doesn’t hold any information applicable for data portability. However, data concerning one individual can be exported. Also see Right of access by the data subject.

Security settings

When adjusting your solution to GDPR the following applies to the contact centre co-workers' user accounts.

Failed login attempts
User accounts are locked after a configurable number of failed logins, as seen in System parameters for security. Failed login attempts are logged.
Unused accounts
Unused CallGuide user accounts are automatically locked after the number of days specified in the unusedAccountLockDays system parameter, described in System parameters for security.
The setting applies to the core CallGuide applications, i.e.
Default setting
When you in CallGuide Admin change a password on behalf of another user, the Change at next logon is set by default. See Security – set password and unlock account.