This article describes recording and data retention periods, limits, and common questions around Genesys Cloud support.

Recording files

The retention period that you set for your quality management (QM) policy determines retention of recording files for policy-based recordings. 

Screen recording policies have a one-year maximum retention period. Call recordings and digital recordings have no upper limits. 

Speech and text analytics data

The transcript of a recording follows the same retention period that you set for recording files via quality management (QM) policy. After the recording is deleted, the related transcripts delete, along with the topic and sentiment events that the system detects in the transcript.

Overall sentiment score, sentiment trend, and acoustics data for an interaction are retained until all the recordings with related transcripts are deleted from the interaction. For more information, see Set the maximum interaction data retention time.

SIP diagnostics

The SIP PCAP files are retained for 21 days. For more information, see SIP Diagnostics.

Audit Trail

Audit trail data is available, at a minimum, for data that is less than one year old.

Conversation detail data

Conversation detail data is retained for the lifespan of the customer contract unless you set the maximum interaction data retention time. As a result, the conversation detail data is deleted according to the set time. For more information, see Set the maximum interaction data retention time.

When using the interaction data retention setting, the minimum retention period for conversation detail data is 90 days.

Analytics reporting and recording retrieval limitations

As conversations age, Genesys Cloud does not provide as much retrievability compared with recently completed recordings. The following table illustrates the limitations that occur when accessing analytics data and recordings.

^* For interactions older than 1.5 years, the Interaction Details view continues to provide access to the recording, but only limited interaction metadata is available.

What is available?

• Recording
  • Retrieve and play back the recording in the UI.
  • Manage recording retention controls.
• Details
  • Interaction ID
  • Interaction type
  • Names of internal participants (Genesys Cloud users), if found
  • Names of external participants (external contacts), if found
• Transcription tab
  • Available if transcription was enabled for the interaction.
  • Displays the transcript text.

What is not available?

• Timeline tab
  • The Interaction timeline is not available.
• Transcription tab
  • Conversation events (for example, when a participant joins or leaves the interaction) are excluded.