Configuring Artifacts Management Requests

Artifact management requests allow you to manage artifacts for specific interactions in storage.

Note: Only users assigned the ARTIFACTS_MANAGEMENT_REQUESTS_CREATE permission can create and modify artifacts management requests. Users assigned the ARTIFACTS_MANAGEMENT_REQUESTS_READ permission can read artifact management requests.

Creating an Artifacts Management Request

To create an artifact management request, follow these steps:

  1. Go to Configuration > Artifacts Management Requests. A list of existing requests displays.

  2. Click Create. The Creating New Artifacts Management Requests panel displays.

  3. Optionally, enter a brief Description.

  4. Select a Request Type. Request types include Add Lock, Remove Lock, and Delete.

    • Add Lock - Adds locks to artifacts so they cannot be moved or deleted.
      Check the box to confirm that you understand that locked artifacts cannot be moved or deleted, are exempt from Artifacts Lifecycle Policies, and are subject to data storage usage costs. If you enable Lock Expires, select or enter the date that the Lock Expires On.

    • Remove Lock - Removes existing locks from the artifacts, which allows the artifacts to be moved or deleted.
      Check the box to confirm that you understand that unlocked artifacts may be deleted by an Artifacts Lifecycle Policy and cannot be retrieved once deleted.
      Note: The user must be assigned a role with the ARTIFACTS_MANAGEMENT_REMOVE_LOCK_REQUESTS to save a request that contains the Remove Lock option.

    • Delete - Deletes the artifacts from Active Storage.
      If you want to delete locked artifacts along with this request, enable Remove Locks to Process Request. Check the box to confirm that you understand that deleted artifacts cannot be retrieved.
      Note: The user must be assigned a role with the ARTIFACTS_MANAGEMENT_DELETE_REQUESTS to save a request that contains the Delete option.

  1. Select an Artifact Type. Artifact types include:

    • Any - The request applies to all artifacts except script artifacts and Twilio Voicemail recordings.

    • Email - This request applies to body, metadata, and attachments from both inbound and outbound email interactions.

    • Messaging Transcript - This request applies to Chat, Facebook Messenger, WhatsApp, and SMS transcripts and attachments.

    • Script

    • Partial Audio Recording

    • Audio Recording - This request applies to audio recordings. You must select an Audio Recording Type.

    • QM Audio Recording - This request applies to the audio-only portion of CxQM screen recordings. Screen recordings are excluded.

    • QM Screen Recording - This request applies to the video-only portion of CxQM screen recordings. Audio recordings are excluded.

  2. If you select Audio Recording, select an Audio Recording Type.

    • Conference Customer - Standard Twilio and CxQM conference call recordings from the customer's perspective. This excludes additional pre-participant Twilio recordings.

    • Conference Agent - Additional Twilio recordings from the agent's perspective when the “Record Agents” flow default is enabled. Twilio MP3 recordings for internal resources.

    • Conference External - Additional Twilio recordings from the external participant's perspective when the “Record Agents” flow default is enabled. Twilio MP3 recordings for external participants.

    • IVR Snippet - Short mono recordings captured from the "Record Audio" flow notation that are saved as artifacts. Temporary MP3 or WAV Twilio recording saved as artifact by Flow.

    • Quality Management - Audio recording from the CxQM recorder.

  1. Enter the Interaction Ids to which the request is to be applied.
    Note: You can enter up to 200 Interaction IDs in the field. Use a comma to separate multiple Ids. An error displays if you exceed 200.

  2. Click Submit. The new artifacts management request is added to the Artifacts Management Requests list.

The Artifacts Management Requests list shows the Request Id and Request Date, as well as the Request Type, how many Interaction Ids are included in the request, the Description, Artifact Type, Audio Recording Type, and if the request Status is In Progress, Complete, or Error. Click the Artifacts Management Request with which you want to work to see more details about the request.

Note: If an artifacts management request is processing and you attempt to navigate away from the page, you are prompted to open a new tab. Click OK to open a new tab and continue to work. Cancel will return you to the page.

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