Generating personal data reports

Prerequisites

• In the system, there must be ECF Web Server installed with the value Front End Server Mode > Agent Facing Mode selected. For more information, see Installation Guide.
• The DPO must have the Use rights for the Data Protection Officer (DPO) user service. User administrators can define the rights in the System Configurator application.

Generating the personal data report

1. Go to web page https://< ip address >/ecf/latest/dporeport/index.html .
2. Log in using your username and password.
3. Enter customer information into the Search Criteria fields. The search uses the OR operator.
   • E-Mail Address: Enter one email address.
   • Phone Number: Enter one phone number.

     The search term must be a numeric value and have at least 3 digits.

   • First Name, Last Name: To search for a customer by name, enter names into both name fields.
     Note: Searching by name only gives results for Directory Entries and Outbound Campaign Customers. To find conversations, use an email address or phone number in the search.
   • Start Date, End Date: Define the time span that is used in the search.
   • Digits Used in Search: Define how many digits from the end of the phone number are used in the search. The minimum value is 3. Before the search, the system removes spaces and other separating characters from the numbers.
   • Display Name: Enter the exact name a customer has used in a chat conversation.
4. Click Search.

   If there are under 1000 search results, the search results appear.

   If over 1000 items are found, the search suggests you define criteria more specifically. Otherwise, handling search results may be difficult and time consuming. You can ignore this suggestion or return to the criteria page and, for example, produce the report in shorter time spans.

5. To see detailed information of each item, click the > arrow at the right end of the row. To return to the result list, click the < arrow at the upper left corner of the Search Result Details view.

   The results include the following groups:

   • Conversations: All events that are linked to the searched email address or phone number

     In the details view, you can find conversation details, for example: agent name, email body, possible attachment name and size, possible call recording file name. If a call recording, voicemail, or another attachement is available, a download button (Listen/Show) is displayed in the details view.

   • Directory Entries: All directory entries where the search criteria are found

     In the details view, you can find all entries made to directory, and a download button for possible files, such as photos.

   • Outbound Campaign Customers: All outbound campaigns where the given search criteria are found in the customer information

     In the details view, you can find the campaign name and status, and all customer information available.

   • Customer Consents: Date and time information and the value (1 = yes, 0 = no) of the customer consent linked to the searched phone number
6. By default, all search results are selected. To remove the selection from any of the results, click the selected checkbox at the beginning of the search result row. To remove all results of a result group, click the selected checkbox at the beginning of the group title row.

   Do one of the following:

   • To return to the search view, click the < arrow at the upper left corner of the Search Results window.
   • To create a report, click the Create Report button.

     The system creates a CSV file that includes all information of selected items, also detailed information. To include attachments, such as call recordings or email attachments, download and zip them on your local computer. Downloading can be audit logged.

   • To delete personal data, click the Delete button.

     All information of selected items, also detailed information, is deleted or anonymized and the report is removed, also from all Monitoring databases. The removed information may be replaced with the text {Anonymized by DPO}. For more information about deleting and anonymizing, see Data rentention, deletion, and anonymization.

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