Data Management Overview
Admin-Only Feature
Data Management features are only available to Administrator and Super Administrator roles. These tools provide access to raw data exports, compliance controls, and system-wide data governance.
What is Data Management?
Data Management provides administrator-level access to raw system data across all channels (Voice, Email, Chat, etc.) for compliance, auditing, integration, and data portability purposes.
This is different from Reports & Analytics, which provides processed insights and performance metrics for day-to-day operations.
Reports & Analytics vs. Data Management
| Feature | Reports & Analytics | Data Management |
|---|---|---|
| Purpose | Performance monitoring, operational insights | Compliance, auditing, data portability |
| Access | All roles (filtered by permissions) | Admin-only |
| Data Type | Processed metrics and visualizations | Raw data exports |
| Use Cases | "How's my team performing?" | "Export all call records for Q4 audit" |
Key Capabilities
Data Export
- Voice Call Records: Complete call history with metadata
- Transcripts & Recordings: Raw audio and text data
- Contact Data: Customer interaction history
- Agent Performance Data: Individual and team metrics
- System Logs: Audit trails and activity logs
Compliance & Retention
- Data Retention Policies: Configure how long data is stored
- PII Management: Handle personally identifiable information
- GDPR/CCPA Compliance: Data subject access requests (DSARs)
- Legal Hold: Preserve data for litigation or investigations
- Secure Deletion: Permanently remove data when required
Audit Logs
- User Activity: Track who accessed what data and when
- System Changes: Configuration and settings modifications
- Data Access Logs: Export and download history
- Security Events: Authentication, authorization, and anomalies
Coming Soon
This section is under active development. Future capabilities will include:
- Voice Data Export - Bulk export of call records, recordings, and transcripts
- Email Data Export - Email channel data (when available)
- Chat Data Export - Chat channel data (when available)
- Automated Retention Rules - Set it and forget it compliance
- API Access for Data Export - Programmatic data access for integrations
Related Documentation
- Voice Reports & Analytics - Operational reporting for Voice channel
- Developer API Reference - API access to data
- Webhooks - Real-time event notifications
Need help? Contact your account representative or support for assistance with data management features.