System and method for detection and implementation of litigation-hold and release for interactions recordings within a contact center

A computerized-system for detection and implementation of litigation-hold and release for interactions recordings within a contact center, said computerized-system comprising:

• an interactions database;
• a recording files database;
• one or more processors;
• and
• a memory to store the plurality of databases,
• for each recording file of an interaction between a customer and an agent in the contact center the one or more processors configured to:
• (i) retrieve interaction metadata and interaction analysis from the interactions database;
• (ii) calculate a Litigation Likelihood Score (LLS) for a recording file of the interaction based on the retrieved interaction metadata and interaction analysis;
• (iii) identify the recording file as a candidate for litigation-hold status when the LLS is above a preconfigured threshold;
• (iv) apply one or more exclusion rules to the recording file identified as the candidate for litigation-hold status;
• (v) set the recording file in the recording files database on litigation-hold status for a preconfigured period of time when the LLS is above a preconfigured threshold and the recording file is not excluded by the one or more exclusion rules based on metadata;
• (vi) check when the preconfigured period of time has elapsed whether the recording file was accessed during the preconfigured period of time;
• and
• (vii) release the recording file in the recording files database from litigation-hold status when the preconfigured period of time has elapsed and the recording file was not accessed during the preconfigured period of time.