Create a cleanup rule to select closed contacts in the Omnichannel database based on the channel types such as SMS, Email, Chat, Social, Generic, and Messaging. You can use this rule in a scheduled cleanup task to clear these contacts from the database. The following are the two criteria that you can use to select contacts by channel type:
The number of days the contact is in a Closed state.
The channel type.
Procedure
Log in to the Omnichannel Database server.
Start the Oceana Data Management utility.
In the Oceana Data Management utility, click Rules.
In the navigation pane, click Channel Types.
In the content pane, click New.
In the Rule Name field, enter a descriptive name for this rule.
In the Age of Closed Contacts field, type the number of days that a contact must be closed to match this rule.
For each channel type that you want to add to the cleanup rule, do the following:
In the Channel Types field, select the channel type.
Click the right-arrow button to move the channel type to the Selected field.
For each channel type that you want to remove from the cleanup rule, do the following:
In the Selected field, select the channel type.
Click the left-arrow button to move the channel type to the Not Selected field.
Click Save.
Next Steps
Create a new scheduled task to use this rule to clear closed contacts from the Omnichannel database.
