Data retention periods and export functionality by feature

Genesys Cloud retains different types of data for different periods of time. The following table describes the retention periods for each type of data.

Also, there are different methods you can use to access your data. Due to the volume of data, some types of data must be exported routinely during your use of the platform. The following table includes links to these methods for accessing your data.

Feature Fixed retention period? Retention period Export and download functionality Export format Additional information
Agent evaluation data (aka quality management evaluation data) Yes Retained indefinitely until termination Export view data CSV, PDF What is the retention period for quality management evaluation data?
Agent performance data Yes Retained indefinitely until termination Agent activity insights CSV
AppFoundry data Contact AppFoundry author for data retention period information Contact AppFoundry author for data export information
Call flows Yes Retained indefinitely until deletion or termination Import or export a flow YAML Architect flows overview
Collaborate chat No 10 days to 10 years. By default, the retention period is 10 years. Not available Change the retention days for Collaborate chat messages
Configuration objects Yes Retained indefinitely until deletion or termination CX as Code Terraform Accelerators overview
Contact lists Yes Retained indefinitely until deletion or termination Download contact list records CSV Contact lists view
Contacts: Curated contacts Yes Retained indefinitely until deletion or termination Exporting and querying External Contacts CSV Contact identification overview
Contacts: Ephemeral contacts Yes 60 days Exporting and querying External Contacts CSV Contact identification overview
Conversation data (aka interaction data) No 90 days to five years. By default, the retention period is undefined. CSV, PDF Set the maximum interaction data retention time
Customer audit data Yes 365 days (one year) About the Amazon EventBridge integration JSON Genesys Cloud Audit data retention period
Documents Yes Retained indefinitely until deletion or termination Download files in the desktop app Original format About documents
File attachments No File attachments follow the same retention period that you set for recording files via quality management (QM) policy. About the AWS S3 recording bulk actions integration Original format Retention period for analytics data and recording
Genesys Cloud Analytics add-on (A3S)
  • Yes (Genesys hosted)

  • No (customer hosted)

  • Five years (Genesys hosted)
  • Set by customer (customer hosted)
Overview of the Analytics add-on solution Customer chosen format Overview of the Analytics add-on solution
Recordings—digital No No maximum or minimum limit HTML Create a policy
Recordings—voice No No maximum or minimum limit OGG_OPUS, MP3, WAV, WEBM Create a policy
Recordings—screen No Up to 365 days (one year) WEBM Create a policy
Scheduled callbacks Scheduled Callbacks view CSV, PDF Scheduled Callbacks view
SIP diagnostics stored in SIP PCAP files Yes 21 days SIP Diagnostics PCAP SIP Diagnostics
Transcripts No The transcript of a recording follows the same retention period that you set for recording files via quality management (QM) policy. Speech and Text Analytics APIs JSON Retention period for analytics data and recording
Usage reports (including call detail records) Yes
  • EU Regions – one year
  • AP and US Regions – five years
Download your usage reports CSV
User profile data Yes Retained indefinitely until termination About Genesys Cloud SCIM (Identity Management) JSON
Modified date
(YYYY-MM-DD)
Revision
2025-09-01
  • Enabled article revision history
  • Added a column for export and download functionalities
  • Added a column for export format