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

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 one-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 are deleted when their date is beyond the specified Maximum interaction data retention time.

SIP diagnostics

The SIP PCAP files are retained for 21 days. For more information, see SIP Diagnostics.

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 is deleted according to the set time. For more information, see Set the maximum interaction data retention time.

When using the interaction data retention setting, the minimum retention period for Conversation detail data is 90 days. When using the interaction data retention setting, the maximum retention period for Conversation detail data is 5 years.

What are the analytics reporting and recording retrieval limitations?

As conversations age, Genesys Cloud does not provide the same level of retrievability compared with the recordings that were recently completed. The following table 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 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
Recording Bulk Delete 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 includes the following information for interactions older than 1.5 years.

  • Recording
  • Details tab – only includes:
    • Interaction ID
    • Interaction Type
    • Names of internal and external participants, if 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) are missing.
  •  Timeline tab – Interaction timeline is unavailable
  • Transcription tab – The Transcript tab is available on enabling the transcription for the call. The Transcription tab does not include conversation events (for example, when a participant joins or leaves the interaction).  

Can my data access be extended beyond 5 years?

Currently, the data remains safely stored in our data archive while improvements to the platform are underway to extend access. For compliance requests, please submit a ticket to locate specific recordings for conversations older than 5 years.