Set the maximum interaction data retention time
When the maximum interaction data retention time is set, Genesys Cloud interaction data will not be retained longer than the set retention time. Genesys Cloud interaction data refers to interaction data and its respective recording. For more information, see Retention period for analytics data and recording.
If the maximum interaction data retention time is never set, the default retention periods listed in the Retention period for analytics data and recording article will apply.
Important:
- The default value for the maximum interaction data retention time is null. After you set the maximum interaction data retention time, you can change the value to a shorter or longer duration, but you cannot change the value back to null.
- When you increase the interaction data retention time, any existing recordings will still have the retention period set to the original value. If you want to increase the retention period for any existing recordings, you must use the Recording bulk job API.
- If historical interactions were configured with a deletion date beyond the maximum interaction data retention time you are trying to set, you will be notified of this conflict and you will not be able to set the intended time period. To delete historical interactions, you must first shorten the deletion dates for all existing interactions to a time period within their respective maximum interaction data retention time. To do this in bulk, see Recording bulk job API.
- If QM policies were configured with a retention period longer than the maximum interaction data retention time you are trying to set, you will be notified of this conflict and you will not be able to set the intended time period. You must first update these QM policies by shortening their retention period so that it is within the maximum interaction data retention time.
To set the maximum interaction data retention time:
- Click Admin.
- Under Account Settings, click Organization Settings.
- Click Menu > Account > Organization.
- Click Settings.
- Under Security & Compliance, enter the number of days in the Maximum Interaction Data Retention Time field.
- Click Save.
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