Privacy notice: the daily team digest

What the digest is

If you manage people in an organization that uses Callens, Callens may email you a daily summary about your team. It is sent at most once a day for each organization you manage people in, in the morning of that organization's time zone, and only on days when something happened. On a day with nothing to report, no email is sent.

Who receives it

We send it to a member of a customer organization whose role in that organization is owner, admin or manager. Members with any other role are not sent it. This is decided from your membership in that organization, so if you manage people in two organizations you may receive one email for each.

We do not send it to Callens staff, to addresses on reserved test domains, or to anyone who has stopped it.

Whose activity it covers

The email is about the employees you are allowed to see in Callens:

• An owner or admin receives events about employees in every department.
• A manager receives events filed under the departments they have been given access to. An event belongs to the department of the call or coaching plan it is about, so a manager can be told about an employee from another department who handled a call filed under theirs.
• Nobody receives an event about their own employee record.

What it contains

For each employee the email may contain:

• the employee's name as it appears in Callens;
• counts and figures: the number of calls with a serious risk; the number of calls where the customer sounded very dissatisfied; two average customer-satisfaction figures (the last seven days, and the period before) with the number of calls behind them; the number of promises to customers still open after seven days; and how many goals of a coaching plan were met;
• the dates and times of the calls concerned, and the date a coaching plan ends or ended;
• two labels where they apply: “high risk” and “policy breach”;
• links that open the relevant call, list or plan in Callens. Opening them requires signing in, and shows only what your role already lets you see.

What it never contains

The digest does not contain a customer's name or phone number, anything that was said on a call, a transcript, a summary of a call, the text of a promise, the title of a finding, or the title or focus of a coaching plan.

Every count and average in your email is calculated only over the calls you yourself are allowed to open.

The risk, policy and satisfaction figures are estimates produced automatically from the analysis of each call. They are not judgements made by a person.

It covers events from the last three days only, and never anything that happened before you became eligible to receive it.

When it starts

For each person, the digest reports only what happens after the latest of the moments below. Earlier events are never sent afterwards.

• one day after you joined the organization;
• the moment Callens switched the digest on;
• the moment your organization's digest was last unmuted;
• the moment you last turned the digest back on yourself.

How to stop it

There are three ways. Each one stops the daily team digest in every organization you belong to.

• The link in the email. Every digest ends with “Stop these emails”. Opening that link changes nothing; the page asks you to confirm, and confirming stops the digest.
• Your mail app's own “unsubscribe” button, where it shows one. That stops the digest at once, without the confirmation page.
• Your account settings. Settings → Account has a “Daily team digest” switch, shown when you manage people in the organization you have open.

What stopping does

Stopping the digest does not change other email from Callens. Tips and reminders, and the emails your organization's workflows send, each have their own switch on the same page. Invitations, password resets and alerts you set up are not affected.

If you turn the digest back on, it starts again from that moment. Nothing that happened while it was off is sent to you later.

When Callens pauses it

Callens can pause (“mute”) the digest for a whole customer organization, and can switch the digest off for every organization. While a pause is in place nothing is sent. When a pause is lifted, sending starts again from that moment: events from before it, including any that were waiting to be sent when the pause began, are not sent.

An organization's own owner cannot switch the digest off for their whole organization from within the app. They can ask Callens to mute it.

What we record about these emails

Callens records the following about each digest:

• The email itself. We keep the content of each digest we send for 90 days, so that we can see what was sent if you ask. After 90 days the content is deleted. What remains is a record that a digest was sent to you on that date, with its subject line (your organization's name and the counts, never an employee's name), its status, its counts, and which parts of it you followed. The event records the digest was built from are deleted after 90 days too.
• Links you follow. If you follow a link to a call, a list or a plan, we record that a link in that part of the email was followed, once per part (for example “serious risk” or “coaching”), with the time. Those links pass through Callens for this purpose; the “Email preferences” and “Stop these emails” links do not.
• Whether you used Callens afterwards. We can see whether you used Callens in that organization in the 48 hours after a digest was sent. This is read from the daily record of app use that Callens keeps for signed-in members; nothing extra is collected for it.
• Your choice. While the digest is stopped we record when you stopped it and how (the link, your mail app's unsubscribe button, or your settings). If you turn it back on, that is replaced by the time you turned it back on.

A limit of the 90-day clean-up

The clean-up runs for every organization that has an account with Callens, including one that is suspended or whose subscription has lapsed.

If an organization's account has been deleted, the clean-up no longer runs for it: that organization's stored digests and event records are not removed after 90 days. They remain until Callens removes that organization's data, which does not happen on an automatic schedule. If this applies to you, contact us to ask for them to be removed.

How the email reaches you

The digest is delivered by an email delivery provider acting for Callens. To deliver it, that provider processes your email address and the content of the email. Callens records whether the provider accepted the email for delivery.

A delivery provider can be set to record whether an email is opened and which of its links are followed. For the domain Callens sends the digest from, both settings are switched off, so the provider does not record whether you opened the email or followed a link in it. The only record of a followed link is the one Callens keeps itself, described above.

Who at Callens can see it

Callens' platform administrators can see, for each customer organization, which owners, admins and managers would receive a digest and what it would say (employee names and the figures above), the digests that were sent, and whether a link was followed. An administrator can also email a preview of one person's digest to their own address; that preview is never sent to the person and cannot unsubscribe them.

They cannot see anything said on a call through the digest, because the digest never contains it. When a Callens administrator mutes or unmutes an organization's digest, that action is written to the organization's own audit log.