Retention period for analytics data and recording

AI-generated summary

Genesys Cloud retains recordings and analytics data through configurable quality management policies with tiered access based on interaction age. Screen recordings have a one-year maximum retention period, while call and digital recordings have no upper limits. Transcripts follow their associated recordings' retention timelines, and sentiment and acoustic data persist until related recordings are deleted. SIP diagnostic PCAPs are retained for 21 days, audit trail data for at least one year, and conversation detail data follows customer contract terms or configured maximums ranging from 90 days to five years. Data accessibility is stratified by interaction age. Interactions less than 1.5 years old support full search, playback, and export capabilities with complete interaction details and all bulk export/delete/archive APIs. Interactions aged 1.5–5 years retain search and playback functionality but with limited metadata and restricted export capabilities. Interactions over 5 years provide restricted access with limited metadata availability, including only recording retrieval, playback in the UI, retention control management, and basic interaction metadata such as ID, type, participant names, and transcription if enabled. The Timeline tab and conversation event details are unavailable for older interactions. API functionality also diminishes with age. The Analytics Details API and Analytics Aggregates API have reduced functionality beyond 1.5 years, though the Analytics Conversation Detail Jobs API, GET Recording API, and Speech and Text Analytics APIs maintain access across all timeframes. Recording Bulk Export via Quality Management Policy is limited to the first 1.5 years, whereas bulk actions via API support longer retention periods, providing flexibility for extended data management needs.

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.

Note: The recording retention period for a QM policy is subject to the maximum interaction data retention period. If the recording is archived, the transcription is archived as well. For more information, see . Even recordings that are not related to any QM policy are deleted when their date is beyond the specified maximum interaction data retention time.

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.

	< 1.5 Years	1.5–5 Years	> 5 Years
Searching for Conversation in Interactions view	Yes	Yes	Yes
Interaction Details view, including recording playback	Yes	Yes^*	Yes^*
Recording Bulk Export that was established via QM Policy (Automatic)	Yes	N/A	N/A
Recording Bulk Export via Bulk Action API	Yes	Yes	Yes
Recording Bulk Delete via Bulk Action API	Yes	Yes	Yes
Recording Bulk Archive via Bulk Action API	Yes	Yes	Yes
Analytics Details API	Yes	No	No
Analytics Conversation Detail Jobs API	Populated Nightly	Yes	Yes
Analytics Aggregates API	Yes	Yes	No
GET Recording API Access	Yes	Yes	Yes
Speech and Text Analytics APIs	Yes	Yes	Yes

^*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.

Note: The Analytics Aggregates API entry includes aggregated analytics data used by Genesys Cloud reporting and Analytics Workspace views. This category includes data such as agent status and other aggregated performance metrics. For a complete list of available aggregate metrics and data categories, see the Analytics Aggregates API documentation in the Developer Center.

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.

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