This page is for Cloud Storage in AWS. If you use Cloud Storage Cloud Storage in Azure, see the Azure storage section of the Cloud Storage Services online help.
Required permissions: Life Cycle Management Edit
Life Cycle Management lets you determine what happens to files in CXone Mpower Cloud Storage Services. You can define rules that specify:
- How long files stay in active storage.
- Whether files are deleted or moved to long-term storage.
- How long files stay in long-term storage.
- Whether files are moved or copied to your personal Secure External Access (SEA) storage bucket, which is owned by CXone Mpower. From there, you can move them to your own storage location. This option only appears when you choose the Active Storage action for a rule.
Used to automate delivery of interactions based on agent skills, abilities, and knowledge., teams, agents, DNIS The number dialed on inbound or outbound voice calls., and, if you have purchased a license for it, dispositions. For example, you can create a rule for call recordings for a particular team or a set of teams to be retained for a specific number of days and instantly delete call recordings for other teams. There is a default rule that manages all files that don't match any of your custom rules.
Plan your Life Cycle Management rules carefully. Once a file matches a rule, it is managed by that rule forever, or until the file is deleted. The exception to this is files that match the default rule. You can edit your custom rules, but changes only apply to files that match the rule after you save your changes, or to files that match the rule but haven't been processed yet.
Modifications to Life Cycle Management
Cloud Storage Services allows you to modify some aspects of custom Life Cycle Management rules. You cannot change which rule manages a file. Once a file matches a rule, that's the rule that manages it as long as it's in the system. The exception to this is for files that are managed by the default rule. You can retag these files so that a custom rule manages them.
Editing custom rules allows you to change Life Cycle Management of files that match that rule. Some changes affect files that are already managed by the rule. Other changes only apply to files that match the rule in the future. You can change:
- The number of days the rule waits before the specified action occurs. Changing this affects files that have already matched the rule and all files that match it in the future.
- The action that the happens after the specified number of days. Changing this affects files that have already matched the rule and all files that match it in the future.
- The filter criteria that the rule uses: standard filters of skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., DNIS The number dialed on inbound or outbound voice calls., agents, teams. If you have a license for it you can also use a custom filter called dispositions on call and screen recordings. Changing this affects only files that match the rule in the future. It does not affect files that have already matched the rule.
- The rule's priority. Priority determines the order in which Cloud Storage Services compares the rules.
- The rule's name and description. You can modify the start date, but only for rules that aren't active.
You can deactivate rules, but they cannot be reactivated. If you want to renew a deactivated rule, you must create a new rule. Deactivated rules continue to manage any files that were tagged with the rule before it was deactivated. Files created after deactivation of the rule are not tagged with the rule. If they don't match other rules, they're managed by the default rule.
When you deactivate a life cycle management rule, CXone Mpower continues to process the files that were already tagged with the rule. You cannot edit a deactivated rule. Because of this, you should first create an alternate rule and move the existing rule to lower priority. Once the files assigned to the old rule finish processing, it's safe to deactivate the old rule.
Rule Ranking and Priority
You must assign a priority level to each Life Cycle Management rule that you create. Priority determines which rules are applied. When a file matches more than one rule, Cloud Storage Services applies the rule with the highest priority. Plan rule priority carefully to avoid having a general rule with a higher priority than a specific rule. The highest priority level is P1.
Priority ranking is organized by media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient.. Each media type has its own set of rules and priority assignments. Within a media type:
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Each rule can only have one priority level.
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Each priority level can be assigned to one rule.
Because a file can only be managed by one rule, it is very important to rank your rules carefully. Assign higher priorities to highly specific rules. Assign the lowest priority level to very general rules. If a very general rule has a higher priority than a specific rule, the specific rule may never be applied to files.
Classics, Inc. has several Life Cycle Management. Tigger Tiggerson, the administrator who manages Cloud Storage Services, has noticed that call recordings aren't being managed the way he expects them to be. He determines that the problem is the following rules:
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A P3 call recording rule that filters based on ACD skills.
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A P4 call recording rule that filters based on the same ACD skills, plus teams and DNIS.
The P3 rule always applies because it is more general than the P4 rule. The P4 rule never manages any files. To correct this, Tigger switches the priorities. He assigns P3 to the more specific rule—the one that filters based on ACD skills, teams, and DNIS. He assigns P4 to the more general rule.
The Default Rule and Retagging
Cloud Storage Services has a default rule that applies to all files of any supported media type when they don't match any other rule. The default rule has no actions associated with it, so files that are managed by the default rule are not deleted or archived. They remain in active storage indefinitely.
You cannot modify the default rule. If you notice files staying in active storage longer than you think they should, or if there are more files than you expect in active storage, they may be managed by the default rule. Review your rules and the files in active storage to determine why the files aren't matching other rules.
You can create new custom rules or modify existing rules to address the reasons files aren't matching your custom rules. Then you can have Cloud Storage Services reprocess the files currently managed by the default rule. It compares these files to your custom rules. Any files that now match a rule are retagged to follow that rule.
Retagging only works for files currently managed by the default rule. For files that have matched a custom rule, you can modify the rule. This lets you change some aspects of the Life Cycle Management of files that match that rule.