Last Updated April 2018

What data we collect and how that information is used
ClearView collects information around contact center agent and queue performance. This can include, but is not limited to, call durations, abandons, wait times, hold times, sales, customer satisfaction indicators, quality scores, schedule adherence, and other metrics related to contact center performance measurements. When required by the legal framework of the jurisdiction, contracted parties must obtain explicit approval from agents to have their information collected before the information is collected. ClearView acts as a processor of information on behalf of contracted parties. Information collected can be used to create dashboards that show insightful charts and graphs, drive a gamification framework to incentivize employees through challenges and awards, and provide other functions relating to performance management and reporting.

Duration of data storage
The amount of time that ClearView is required to keep sensitive data will vary based on individual customers’ requirements and data types. Sometimes a customer will dictate how long the data should be stored. If no specific length of time is specified, ClearView retains detail level data for a period of six months to three years, depending on data size. Aggregate data is stored no less than 3 years and may be stored indefinitely, unless specified otherwise by the client or the individual to whom the data belongs. After the previously specified time frames have elapsed, data will be purged from the system. Data will be rotated out of backups over a two month period. General information about the customer, including but not limited to sales and marketing contacts, company profiles, etc. may be retained indefinitely. This information can be removed at the request of the data controller in jurisdictions where this is required

Right to object to processing
In certain jurisdictions, individuals have the right to refuse to have their data processed. Any individuals who wish to assert this right must do so through the data controller, which in most instances will be the organization that has contracted with ClearView to provide the services. If an individual refuses to have their information processed, ClearView will work with the data controller as needed to fulfill the request.

Right to be forgotten
In certain jurisdictions, individuals have the right to have all personally identifiable information removed at their request. When an individual in a jurisdictions where this right exists desires to have their data removed, the request must be sent to the data controller, who will then forward the request to ClearView. The request will be reviewed and acted on within a reasonable time.

Right to see what information has been collected

Upon request and when required by the legal framework of an individuals jurisdiction, ClearView will supply what information has been collected about that individual. Requests may be made through our contracted parties for whom we process data. These requests can be made at reasonable intervals without compensation. For frequent requests, an office fee may be issued for each succeeding request to compensate for office personnel time required to fulfill such requests.

Disputes and inquiries
For disputes and inquiries please write to
ClearView Disputes and Inquiries
4022 South 1900 West
Roy, UT 84067