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Data retention and deletion policy for conversation intelligence (Sales app)

When you configure conversation intelligence, sales call recordings of sellers are processed and analyzed to provide necessary insights such as overall customer sentiments, sentiment trends, and identify keywords that customers have used during calls.

  1. Go to Change area in the lower-left corner of the page and select Sales Insights settings.

    Screenshot of selecting Sales Insights settings in the Change area.

  2. In the configuration page, under Productivity, select Conversation intelligence.

    Screenshot of the Conversation intelligence configuration home page.

  3. On the Settings page, select the sections as required:

Call recording storage

The Call recording storage section allows you to configure the data retention policy to determine how long you want to keep the analyzed call recording data in conversation intelligence by specifying a time limit. When you specify a retention time limit, the application keeps the call recording data for the specified time limit. The application deletes the data when the time limit is reached.
For example, retention time limit is set 30 days. At any given time, application keeps the call data from the time it's analyzed to 30 days. On the 31st day, the application deletes the analyzed call data.
Choose the storage option as described in the following table:

Option Description
Storage for call recordings Select an option to store your call recordings for analysis:
  • Microsoft provided storage: Select this option if you want to use the storage provided by Microsoft. By default, this option is selected, and we recommend that you use this storage.
  • Your own Azure storage: Select this option if you want to use your custom Azure storage. After you select this option, enter the Storage connection string and Container name.
Retention policy Choose a retention time limit. The application keeps call recording data for the specified time limit, and deletes it when the time limit is reached.
  • For Microsoft provided storage, the available retention periods are 30 days and 90 days.
  • For Your own Azure storage, the retention period is available from 30 days until 10 years. Use this storage type if your organization requires longer retention periods.
    		•

    Screenshot of selecting a storage option and its corresponding retention policy.

    • Waive individual user consent: Select this option to automatically provide your organization's users with access to conversation intelligence. You provide consent on behalf of your organization's users of Microsoft Dynamics 365 online services to activate, configure, and enable functionality that transmits your data to external systems.

    • Allow read-only access to data: Select this option to allow Microsoft to improve the quality of insights through manual (human) read-only access to your organization's data in conversation intelligence. More information: Terms and Conditions.

      Screenshot of the Conversation intelligence configuration page for data consent and privacy.

    Learn more about Microsoft Dynamics 365 and data privacy.

    Important

    This feature is intended to help sales managers or supervisors enhance their team's performance. This feature isn't intended for use in making, and shouldn't be used to make, decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws, including laws relating to accessing individual employee analytics and monitoring, recording, and storing communications with end users. This also includes adequately notifying end users that their communications with sales persons may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their sales persons that their communications with end users may be monitored, recorded, or stored.

    Can't find the feature in your app?

    There are a few possibilities:

    • You don't have the necessary license to use this feature. Check out the comparison table and the licensing guide to see which features are available with your license.
    • You don't have the necessary security role to use this feature.
    • Your administrator hasn't turned on the feature.
    • Your organization is using a custom app. Check with your administrator for exact steps. The steps described in this article are specific to the out-of-the-box Sales Hub and Sales Professional apps.

    Introduction to administer conversation intelligence
    Set up conversation intelligence in Sales Hub app
    Dynamics 365 Sales and privacy laws and regulations
    Sales Insights and privacy laws