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Oracle RightNow Chat Data Purge
Answer ID 2579   |   Last Review Date 06/04/2019

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

Environment:

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

Issue:

I am not able to pull data that is older than 6 months when I using my chat reports.

Resolution:

The agedatabase utility includes the ability to purge chat data.  Chat data can accumulate very quickly, and can now be purged the same way incidents can be.

There are several configuration settings to purge chat data. 

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

  • CHATS_PURGE_DAYS - Specifies the age in days of chat records that will be purged from the "chats" table by the agedatabase utility. This configuration setting will also purge from the "chat_performance_intervals" table if the value is less than the value of CHAT_AGENT_SESSIONS_PURGE_DAYS. Default is 180 (max is 999). 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_AGENT_SESSIONS_PURGE_DAYS - Specifies the age in days of chat agent session records that will be purged by the agedatabase utility. Affected tables include:  "chat_agent_sessions", "chat_agent_intervals", "chat_agent_performance_intervals", and potentially "chat_performance_intervals". Default is 180. 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_AGENT_EVENTS_PURGE_DAYS - Specifies the age in days of chat agent events records that will be purged by the agedatabase utility. 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. Default is 90 and maximum is 180. 

  • CHAT_EVENTS_PURGE_DAYS - Specifies the age in days of chat event records that will be purged from the "chat_events" table by the agedatabase utility. Default is 90 and maximum is 180. 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_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.


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