Create a policy

  • Recording > Retention Policy > Add permission
  • Recording > Retention Policy > Edit permission
  • RecordingRetention Policy > View permission

Policies specify which interactions to retain or delete. You can also use policies to automate some repetitive Quality Management tasks, such as assigning evaluations or starting a calibration.

Some features are not available to or not compatible with customers who subscribe to Genesys Cloud workforce engagement from another Genesys platform. For more information, see Workforce Engagement for PureConnect and Genesys Engage users.

For users from another platform, the following features are not available:

  • Assign survey
  • Initiate screen recording

Policies do not generate quality management evaluations for interactions that took place prior to enabling the policy. Policies only apply to interactions that happen after you enable the policy.

To create a policy, complete the following steps:

  1. Click Admin.
  2. Under Quality, click Policies.
  3. Click Create New Policy.
  4. Enter a name for the policy.
  5. Enter a description of the policy’s function.
    Tip: Use the Description text box to indicate the policy’s purpose such as “evaluate inbound support calls” or “delete all calls less than 30 seconds.”
  6. Click a media type tab.
  7. Enable or disable the policy for each media type. Enable policy media types tabs.
  8. Fill out the Matching Criteria and Actions to Perform for each media type separately. 
  9. Assign one or more of the following Matching Criteria:
    • Conversation Direction(s)—Indicates whether to capture inbound or outbound interactions.
    • Specific Agent(s)—Matches against one or more contact center agents.
    • Time SetsMatches against interactions during the specified time ranges.
    • Specific Queue(s)—Matches against one or more queues.
    • Specific wrap-up code(s)—Matches against one or more wrap-up codes.
    • Date Range(s)—Matches against interactions on certain dates.
    • Duration—Matches against a specified conversation duration. Conversation duration includes any part of the interaction, including time in queue and after call work.


      • Criteria are only available for the media types that they apply to.
      • If you do not select any matching criteria to limit which interactions the policy applies to, then the policy applies to all interactions.
      • Genesys Cloud does not record calls within your organization.
      • Policies are not automatically modified when an agent, queue, or wrap-up code is deleted.
  10. Assign actions to perform on matching traffic:
    • Recording Retention (Required)—Specifies whether to retain or delete a recording. You must retain interactions for evaluations, calibrations, and surveys. Retrieve recorded interactions on the interaction’s details page.

      Note: Call recording requires that Line Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Line Recording procedure. 

    • Delete even if another policy retains—This option appears when you select “delete.” By default, if there is a policy overlap, Genesys Cloud retains recordings. For example, if one policy retains a recording, but another deletes it, Genesys Cloud keeps the recording. To override that behavior and delete recordings that match this policy, even if there is an overlap with another policy, select this option.
    • Archive recording—Specifies a length of time to retain the recording in immediately available storage. After this interval, Genesys Cloud moves the recording to long-term storage.
    • Delete recording—Specifies the number of days before deleting the recording.
    • Assign EvaluationAutomatically assigns an evaluation for every matching interaction. You can specify a form and one or multiple evaluators. If multiple evaluators are specified, they will each be assigned the same set of evaluations to complete.
      • Genesys Cloud only assigns 50 evaluations per evaluator per day, even if more interactions match one or more policies. This limit prevents policies from accidentally assigning more evaluations than an evaluator can complete.
      • A policy cannot assign an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction.
    • Assign Survey— Automatically sends a web survey email invitation for matching interactions. Select a survey form, survey invite flow, email domain, and number of invitations to send. For more information, see Create a web survey policy.
    • Assign Metered Evaluation—Limits how many evaluations Genesys Cloud assigns per the user defined policy options. You can specify a form, one or multiple evaluators, when to assign evaluations, and the number of evaluations per time interval that the policy assigns to the assigned quality evaluators.
    • Assign Calibration—Automatically assigns a calibration evaluation for matching interactions. You can specify a form, two or more evaluators, an expert evaluator, and a calibrator.
      Note: The person who creates the calibration policy is the calibrator by default.
    • Export Recording with Integration— Automatically export recordings, including screen recordings, to an AWS S3 bucket. For more information about the integration, see About the AWS S3 recording bulk actions integration.
      Note: Genesys Cloud exports recordings one time. If you create an export that matches a recording that has already been exported, that recording will be skipped.
    • Initiate Screen Recording—Specifies whether to start a screen recording. You can specify whether to record after call work and archive the recording. You must enter a delete date, and you can keep screen recordings for a maximum of 365 days.

      Note: Genesys Cloud can record screens only during ACD interactions. You cannot create a policy to initiate recording during non-ACD interactions.

    • Assign Evaluations per Agents —Automatically assigns the specified number of evaluations per time period for each agent listed in the Matching Criteria. Select the number of evaluations per time period, the time zone, evaluation form to use, and one or multiple evaluators. Genesys Cloud assigns evaluations evenly among the selected evaluators. For more information about this action, see Assign evaluations per agents overview.
  11. Repeat steps 6 through 10 for each media type that you want the policy to match. 
  12. Click Save.