• Consider the following case: A user named Sam belongs to Queue A and another user Frank belongs to Queue B.
• Policy 1 targets calls and you select Sam and Frank under Specific users in the matching criteria section and set a Delete recordings after value of 365 days.
• Policy 2 targets calls and you select Queue A under Specific queues in the matching criteria section and set a Delete recordings after value of 730 days.
  In this scenario, both policies match Sam’s interactions. Genesys Cloud applies the longer retention period (730 days) from Policy 2.

Regularly review your policies to ensure they align with your current business cases and keep policy overlap to a minimum. 

You can set a maximum data retention time for your entire organization. This applies to all interaction data regardless of recording retention settings set in your quality policies. If the QM policy’s retention period exceeds your maximum data retention time, you receive a conflict notification, and you cannot set the longer period. This safeguard prevents accidental to ensure consistency between your data retention rules. For more information, see set the maximum interaction data retention time. 

In this use case, the scope of the policy is broad as it covers all recorded interactions, regardless of the line of business. It is a best practice to provide the policy with a self-explanatory name where all QM administrators will understand its purpose after reading it. It is also key to only make the matching criteria selections needed to support your specific business use case. 

The sample policy selections can be:

The scope of this use case targets a subset of the agent population. Policies should have a manageable number of matching criteria selections. Identify which matching criteria field can be leveraged to identify the agent subset and/or the targeted interaction type. In this case, there are a few options you can use.  

• Specific users: If the agents that handle these types of interactions are a manageable number, you can select the individual agents by name.
• Specific work teams: You can use this option if you are set up in a way that only specific work teams defined in Genesys Cloud take this type of interaction.
• Specific queues: It can be used if only a specific set of queues handles this type of interaction.
• Specific wrap-up codes: If agents are trained to select a specific disposition code(s) when a cancellation is discussed by a customer, this option can be used as well. 

The best approach is to go with the option that gives you the most accurate matching of the interactions you are targeting with the least number of criteria selections. In this case, you can opt for a combination of specifying queues and wrap-up codes.

The sample policy selections can be:

This use case’s scope is to create quality management evaluations in an automated and recurring manner.  This policy should not impact interaction retention; it should NOT have the Delete recordings after option selected. Identify which matching criteria field can be leveraged to identify the agent subset and/or the targeted interaction type.

The sample policy selections can be:

This use case’s scope is to generate and email web surveys in an automated manner.  This policy should not impact interaction retention; it should NOT have the Delete recordings after option selected. Identify which matching criteria field can be leveraged to identify the agent subset and/or the targeted interaction type.

The sample policy selections can be:

Only the financial advisory department voice interactions are impacted by this use case, but the number of queues it will target is high (1,000 queues). Since policies should have a manageable number of matching criteria selections, we will fulfill this business use case by creating multiple policies.  Each policy will have its own selection of 100 queues for the financial advisory department, for 10 interaction retention quality policies. The sample policy selections can be: