Retention period for analytics data and recording

This article describes recording and data retention periods, limitations, and common questions around Genesys Cloud support.

Feature coming soon: Access interactions older than 1.5 years. Currently available in the following regions: Asia Pacific (Sydney), Asia Pacific (Seoul), Asia Pacific (Tokyo), Canada (Canada Central), EU (Ireland), EU (London), and South America (São Paulo).

Recording files

Recording files for policy based recordings are retained according to the retention period set for your QM policy. 

Policies for screen recordings are limited to a 1 year maximum retention period. There are no upper limits for call recordings or digital recordings. 

Note: The recording retention period for a QM policy is subject to the maximum interaction data retention period. For more information, see Set the maximum interaction data retention time. Even recordings that are not associated with any QM policy will be deleted when their date is beyond the specified Maximum interaction data retention time.

Conversation detail data

Conversation detail data is retained for the lifespan of the customer contract, unless the maximum interaction data retention time is set. As a result, the conversation detail data will be deleted according to the set time. For more information, see Set the maximum interaction data retention time.

What are the analytics reporting and recording retrieval limitations?

As conversations age, Genesys Cloud does not provide the same level of retrievability compared to those that were recently completed.  The table below 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 No
Interaction Details View, including recording playback Yes No (Unless allowlisted) No
Recording Bulk Export that was established via QM Policy (Automatic) Yes N/A N/A
Recording Bulk Export via Bulk Action API Yes No (Unless allowlisted) No
Analytics Details API Yes No (Unless allowlisted) No
Analytics Conversation Detail Jobs API Populated Nightly Yes No
GET Recording API Access Yes Yes* Yes*

* If the conversationID is known, a user with recording:recording:view permission applied to all divisions and all future divisions can access recording files that are not archived via the recording APIs. 

Note: The recording:recording:view permission must not include any evaluation based condition.

What is allowlisting?

Allowlisting is a temporary workaround to bypass the 558 day deprecation to the Analytics Details API. Allowlisting will enable data that is up to 5 years old to be retrieved from this endpoint which extends recording playback functionality for conversations that are older than 1.5 years. (Note: Allowlisting is not available in us-west-2, ca-central-1, and eu-west-2) To request to be allowlisted, please contact Product Support.

Can my data access be extended beyond 5 years?

At this time we are not able to fulfill individual requests to extend data access within our API endpoints for data older than 5 years in age. The data remains safely stored in our archive. 

Access recordings beyond 558 days without allowlisting the organization

A future release will provide the ability to access recordings beyond 558 days without the need to allowlist the organization.When the feature is generally available, Genesys will update the accessibility matrix above with updated support as shown in this table:

< 1.5 Years 1.5 – 5 Years > 5 Years
Searching for Conversation in Interactions View Yes Yes No
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 No
Analytics Details API Yes No No
Analytics Conversation Detail Jobs API Populated Nightly Yes No
GET Recording API Access Yes Yes Yes

*The interaction details view will include the following information for interactions older than 1.5 years.

  • Recording playback
  • Details tab –only includes:
    • Interaction ID
    • Interaction Type
    • Names of internal and external participants, if they can still be found in Genesys Cloud (as users or external contacts, respectively)
    • Recording retention controls
      Additional interaction details (for example, disconnect reason, start time / end time, direction, queue, duration, wrap-up information, and so on) will be missing
  • Timeline tab – Interaction timeline is unavailable
  • Transcript tab – The Transcript tab is available if transcription was enabled for the call. The Transcription tab will not include conversation events (for example, when a participant joins or leaves the interaction)