Manage data retention policies for QM and Analytics

Use the Retention page to create a retention policy that defines how long each contact is retained, and then assign the policy to a workflow (see Automate QM workflows). By default, the maximum retention time for voice and screen recordings is two years. The system administrator can set a different maximum retention time.

You can specify retention times for voice recordings, screen recordings, and text records for these contact categories:

Archive contact
Unscored contact
Scored contact
HR contact
Training contact
Tagged contact

Each component of a contact (audio recording, screen recording, or root recording) can have its own retention policy. Workforce Optimization deletes the recording storage files when all applicable storage policies expire. A recording storage file might be associated with zero or more contacts as well as zero or one root recordings. (See Configure QM global settings to set the retention policy for root recordings.)

Prerequisites

You have the Administer QM permission
(To create new retention policies) Your organization does not have a Core QM license. If your organization has a Core QM license, only the Default retention policy applies to your contacts. You can edit the default policy, but any new policies you create don’t do anything.

Page location

Application Management > QM > QM Contact Flows > Retention

Procedures

Create a retention policy

Select Create a new retention policy.
Enter the policy’s name in the Retention Policy field.
In the Settings section, select the retention periods for each type of contact.
Click Save.
Go to the Workflow Administration page (Application Management > QM > QM Contact Flows > Workflow Administration) to assign the retention policy to a workflow (see Automate QM workflows).

Edit a retention policy

NOTE Shortening or lengthening a retention period does not affect existing call recordings that were previously governed by that policy. The new shorter or longer length applies only to calls that are recorded after the change.

Select Edit an existing retention policy.
Select the policy from the Retention Policies drop-down list.
Edit the policy as needed and then click Save.

If a call is tagged, Workforce Optimization deletes its screen and voice recordings at the end of the Tagged retention times for screen and voice. Workforce Optimization deletes metadata associated with a call when the longest Tagged retention time is reached.

Teams assigned to a workflow share the same retention period. Once Workforce Optimization assigns a retention period to a call, the period does not change if a team is moved from one workflow to another workflow. Only calls that are recorded after the switch to the new workflow use the new workflow’s retention period.