Retrieve archived interactions

  • Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX license
  • Genesys Cloud User, Genesys Cloud Supervisor, Quality Administrator, or Quality Evaluator role

You can create a policy to move specific types of interactions to long-term storage. For example, you can choose to archive interactions over 90 days old or interactions from a specified queue. For more information about how to create an archive policy, see Create a policy.

After Genesys Cloud archives these interactions, you can retrieve them. To restore a recording of an interaction, perform the following steps:

  1. Navigate to the Interactions Details page for the interaction to be restored.
  2. In the Recording Playback section, click Restore Recording. 
  3. From the drop-down, choose how long you want to keep the restored recording.
  4. After Genesys Cloud restores the interaction, you can listen to, annotate, and download the recording. 

Notes:
  • Interactions in long-term storage can take several hours to restore. 
  • Restored archived recordings count toward your organization’s total storage usage. Genesys Cloud recommends that administrators manage restorations with the storage count in mind to ensure optimal storage use.
  • During the restoration process, you must specify how long to retain the restored copy. After that period expires, the restored recording becomes unavailable for playback.