Is there a way to purge chat data from the database?

Environment:

Chat Purge Settings, Chat Data
B2C Service Chat, Oracle B2C Service

Issue:

I am not able to pull older data when using chat reports.

Resolution:

It is a best practice to define and configure a data management strategy in order to keep a "healthy" database size.  Chat data can accumulate very quickly, and can be purged the same way incidents can be.

Some Chat data is being purged via Data lifecycle policies, while other is governed by configuration settings.

Data lifecycle policies

• Chats – A canned policy in disable mode is provided out of the box that allows the admins to specify the age in days of Chat records that will be purged from the ‘chats’ table. The default value of 180 days is provided in policy which is editable by the admins. The admins can also create a custom policy on interfaces of the site. Previously governed by CHATS_PURGE_DAYS configuration setting.
• Chat Events – A canned policy in disable mode is provided out of the box that allows the admins to specify the age in days of Chat Events records that will be purged from the ‘chat_events’ table. The default value of 90 days is provided in policy which is editable by the admins. Previously governed by CHAT_EVENTS_PURGE_DAYS configuration setting.
• Chat Agent Sessions – A canned policy in disable mode is provided out of the box that allows the admins to specify the age in days of Chat Agent Sessions records that will be purged from the ‘chat_agent_sessions’ table. The default value of 180 days is provided in policy which is editable by the admins. The admins can also create a custom policy on interfaces of the site. Previously governed by CHAT_AGENT_SESSIONS_PURGE_DAYS configuration setting.
• Chat Agent Events – A canned policy in disable mode is provided out of the box that allows the admins to specify the age in days of Chat Agent Events records that will be purged from the ‘chat_agent_events’ table. The default value of 90 days is provided in policy which is editable by the admins. Previously governed by CHAT_AGENT_EVENTS_PURGE_DAYS configuration setting.

Configuration settings

• CHAT_STATS_MIN_INT_PURGE_DAYS - Specifies the age in days after which the finest-grained statistics records will be purged by the agedatabase utility. This setting affects "chat_agent_stats" and "chat_queue_stats" for the smallest window. Note: For sites with multiple interfaces, statistics will be removed from all interfaces based on the smallest non-zero value for this setting among the interfaces. For this reason it is suggested that all interfaces share the same value for this setting.
• CHAT_STATS_HOUR_PURGE_DAYS - Specifies the age in days of hour stats records that will be purged by the agedatabase utility. This setting affects "chat_agent_stats" and "chat_queue_stats" for the hourly window. Default is 30 and maximum is 80.
• CHAT_STATS_DAY_PURGE_DAYS - Specifies the age in days of day stats records that will be purged by the agedatabase utility. This setting affects "chat_agent_stats" and "chat_queue_stats" for the daily window. Default is 180.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

Note: Chat Purge configurations should be set to non-zero setting

See also Answer ID 12832: Data lifecycle policy for purging Incident Threads of type Chat Transcript