Interaction storage

Genesys Cloud can store or discard recordings of completed interactions based on quality administration policies. For more information about quality policies, see About quality policies.


All stored interactions are encrypted using the assigned encryption key. For more information, see Change key now.


Genesys Cloud stores recordings of interactions on the Edge temporarily before uploading them to the cloud. Recordings stay in immediate cloud storage until you archive them to long-term cloud storage. You can still retrieve archived recordings, but it can take several hours to retrieve archived recordings. Use an archive policy to specify when Genesys Cloud moves an interaction to archival storage. For more information about archive policies, see Create a policy.