Retrieve archived interactions

AI-generated summary

Genesys Cloud enables users to retrieve archived interactions. Users with appropriate roles like Genesys Cloud User, Supervisor, Quality Administrator, or Quality Evaluator can create policies to archive interactions after a certain time period or from specific queues. After archiving, users can restore interactions from the detail page. Genesys Cloud can take hours to restore interactions from long-term storage with a limit of 100 at a time. Users see remaining restorations and can rearchive restored interactions to gain additional restorations. Key capabilities include creating archive policies, restoring archived interactions, and monitoring remaining restorations.

PrerequisitesClick to expand

You can create a policy to move specific types of interactions to long-term storage. For example, you can choose to archive interactions over 90 days old or interactions from a specified queue. For more information about how to create an archive policy, see Create a policy.

After Genesys Cloud archives these interactions, you can retrieve them. To restore a recording of an interaction, perform the following steps:

Navigate to the Interactions Details page for the interaction to be restored.
In the Recording Playback section, click Restore Recording.
From the drop-down, choose how long you want to keep the restored recording.
After Genesys Cloud restores the interaction, you can listen to, annotate, and download the recording.

Notes:

Interactions in long-term storage can take several hours to restore.
Restored archived recordings count toward your organization’s total storage usage. Genesys Cloud recommends that administrators manage restorations with the storage count in mind to ensure optimal storage use.
During the restoration process, you must specify how long to retain the restored copy. After that period expires, the restored recording becomes unavailable for playback.

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Retrieve archived interactions

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PrerequisitesClick to expand

After Genesys Cloud archives these interactions, you can retrieve them. To restore a recording of an interaction, perform the following steps:

Navigate to the Interactions Details page for the interaction to be restored.
In the Recording Playback section, click Restore Recording.
From the drop-down, choose how long you want to keep the restored recording.
After Genesys Cloud restores the interaction, you can listen to, annotate, and download the recording.

Notes:

Interactions in long-term storage can take several hours to restore.
Restored archived recordings count toward your organization’s total storage usage. Genesys Cloud recommends that administrators manage restorations with the storage count in mind to ensure optimal storage use.
During the restoration process, you must specify how long to retain the restored copy. After that period expires, the restored recording becomes unavailable for playback.

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Retrieve archived interactions

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Retrieve archived interactions

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