Echo-Cancellation for Conduct
What is Echo Cancellation?
This Conduct feature has been introduced to address duplication efforts that are caused while reviewing related conversations. A policy hit in a conversation is usually embedded in a series of subsequent replies. This can cause a conversation to re-appear multiple times for a review or "Echo" as and when the policy has been re-triggered. Echo Cancellation is a solution that has been developed to solve these issues by identifying these Echo conversations and allow Conduct Admin to configure the behavior for the Audit History of such conversations to just be updated or updated and closed. The Echo feature can be enabled at the Policy level and the system response to such messages can be configured at the Queue level for conversations that are identified by Echo policies.
What are the Supported Email Types for Echo Cancellation?
Currently, Enterprise Archive supports the following email types for echo behavior:
Email threads within Exchange 2013.
Email threads within Exchange 2016.
Email threads within Office 365.
What is the Echo Cancellation Logic?
The following attributes must remain unchanged for Echo Cancellation to be applied to the Email replies:
Thread ID : Unique identifier assigned to a series of related conversations that are grouped to from a thread.
Number of Policies
Number and Zone location of the respective Policy Hits
Enabling Echo Cancellation for Conduct Policies
Echo Cancellation feature for a policy can be enabled from the policy configuration workspace.
To enable Echo cancellation, select the check-box Enable Echo Cancellation for this Policy from the Add/Edit policy workspace as shown below:
On enabling this feature:
Conduct will perform post-processing of all conversations flagged by echo enabled policies, to i dentify newer conversations in the thread which are related to previously flagged conversations.
All conversations that are identified for this purpose will be tagged with the “Echo“ action tag credited to “Echo Cancellation“ reviewer in the Conduct item-level Audit History tab along with the Snapshot ID of the reference document used for echo evaluation.
Important
Policies containing the 'MUSTALL' condition, will not exhibit Echo for those matched communications.
Enabling Echo Cancellation for Queues
Enterprise Archive Conduct Admin users can set up the behavior for all Conduct Queues using Echo enabled policies to either automatically update or close the conversations that have been identified as Echo.
F rom the Conduct workspace, clicking Options from Configure menu will display the following screen:
Update: Selecting this option will automatically update conversations that are identified as echo. The Audit History pane will be updated with the "Echo" action tag along with a comment containing the Snapshot ID of the reference conversation. A sample screenshot of the Audit History of a conversation that has been auto-updated is given below:
Close: Selecting this option will automatically update and close conversations that are identified as Echo by the system. The Audit History pane will be updated with the "Echo" action tag along with a comment containing the Snapshot ID of the reference conversation. The state of the conversation will indicate "Closed".
