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