The Compliance Manager feature helps manage and automate the handling of voice and screen recordings. It allows administrators to set rules for the number of calls to record, the retention period for recordings, and the archiving process, ensuring compliance with company policies and legal guidelines.

Permission Governance

Access to the Compliance Policy is controlled through user permissions. Only users with the appropriate permissions can view or manage compliance policies.

Permissions for Compliance Policy

• View: Allows users to access and view the Compliance Manager module. Users with this permission cannot create or modify policies.

• Edit: Allows users to view, create, and modify Compliance Policies. This permission includes all capabilities granted by the View permission.

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Accessing Compliance Policy

To access the Compliance Policy module, log in to your Sprinklr environment and append the following path to your environment URL:

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/care/compliance-policy

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Create a Compliance Policy

• Once you enter the above URL, the Compliance Policy record manager will open.

• On the Compliance Policy record manager, click the '+ Create Compliance Policy' button in the top right corner.

  

Fields for Creating a Policy

Configure the following fields on the Create Compliance Policy screen:

• Name: Enter a descriptive name for yourCompliance Policy.

• Description: Enter a description for your Compliance Policy.

Recording Sampling Settings

Sampling criteria determine which calls to record based on a specified percentage and a maximum number of calls allowed per day. The calls are then randomly selected within these parameters.

• Percent of Voice Calls to Record

• Description: Specifies the number of calls to be recorded out of every 100 calls.

• Range: 0 to 100

• Validation: This is a mandatory field.

• Max Calls to Record (Daily)

• Description: Defines the maximum number of voice calls to be recorded in a day.

• Validation: Must be greater than 0.

• Percent of Screens to Record

• Description: Indicates the number of screens to be recorded along with voice recordings.

• Range: 0 to the value of "Percent of Voice Calls to Record"

• Validation: Should be less than or equal to "Percent of Voice Calls to Record" as voice recording is mandatory for screen recording.

• Max Screens to Record (Daily)

• Description: Defines the maximum number of screen recordings per day. This is auto-populated based on "Max Calls to Record (Daily)" and "Percent of Screens to Record."

• Record After-Call Work (ACW) Screen

• Description: Enables screen recording for After-Call Work (ACW).

Manage Recordings

Configure archiving and deletion criteria in this section.

• Voice Recording Maintenance

• Set the archival period (in number of days) for primary recordings, transcripts, and snippet recordings.

  

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• Set the deletion period (in number of days) for primary recordings, transcripts, and snippet recordings.

  

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• Screen Recording Maintenance: Archive or delete screen recordings in this section.

Edit an Existing Compliance Policy

You can navigate to the Compliance Manager home page to edit any policy. However, keep in mind the following considerations:

• Retention Settings: Changing an existing policy will not alter the deletion or archival times of cases that were previously governed by that policy.

• Sampling Criteria: Changing the sampling criteria during the day will reset sampling settings (e.g., Max Calls to Record) for that day.