Below is how to handle some of the EU General Data Protection Regulation act related requests that might come from the users of ACE subproducts.
Right of access by the data subject
Here is how you obtain information about an individual using ACE sub products within your contact centre.
- Knowledge
- User accounts are seen via ACE Knowledge
settings. See GDPR for ACE Knowledge. - 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 ACE Admin. See Callback records.
- Campaign
- Search for campaign records in ACE 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 ACE Interact and How to search in Interaction View.
- Recording
- With the Tenant Superuser role in ACE Recording you can see all user data. See User Administration.
- Statistics
- Find user data in ACE Report. See All about Filter settings.
- SMS
- Search data in ACE Sms Engine.
- Survey
- Find user data in ACE 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 ACE Admin. See Basics about user accounts.
Right 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.
- Knowledge
- User accounts are handled via ACE Knowledge settings. See GDPR for ACE Knowledge.
- 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 ACE Admin, described in Callback records.
- Campaign
- Delete closed campaign records via ACE Admin. See Find and fetch campaign records.
- E-sign
- See GDPR for E-sign.
- Interaction View
- Delete interactions via a right-click menu in ACE Agent. See About the Interaction View function.
- Recording
- With the Tenant Superuser role in ACE 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 ACE Sms Engine.
- Survey
- Delete users in ACE 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 ACE Admin. See Basics about user accounts.
Right 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.
Right 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.
Right to data portability
The ACE 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 ACE 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 ACE applications, i.e.
- ACE Agent, ACE Interact and Mobile Agent
- ACE Admin
- ACE Pulse and ACE Monitor
- ACE Report
- Default setting
- When you in ACE 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.