Maintenance Manual

Recordings
Recording Retention
111
Recording Retention Periods and Workflow
The retention period for recorded calls is specified at the workflow level. The age of a
call is based on the day the call was recorded. This value is not updated by any actions
performed on the recorded call. The expiration date is the last day of the retention
period.
Teams assigned to a workflow will share the same retention period. For example, two
teams associated with one workflow might handle calls that require call recordings to
be kept for 7 years. A team associated with another workflow might handle calls that
require call recordings to be kept for only a year.
The length of time that quality management recordings are retained and configured is
under the Quality Management > Workflows node and the length of time archive
recordings are retained and configured is under the Archive > Workflows node.
Recording Retention Rules
Quality Management observes the following rules when determining retention time.
• Every quality management workflow has individual retention periods for HR,
Scored, Tagged, Training, and Unscored calls.
• Every archive workflow has individual retention periods for Archive and Tagged
calls.
• Different calls might be retained for different retention periods, depending on
the workflow retention period assigned to the call.
• If a call is marked as Tagged, the screen recording file will be deleted at the end
of the quality management Tagged retention time. The audio file will be deleted
at the end of the longer retention time for either the quality management
Tagged or archived Tagged retention time. Quality Management deletes
metadata associated with a call when the longest of the quality management
Tagged, archived Tagged, or metadata retention times is reached. By default,
call data is stored for 13 months.
The following example shows how Quality Management handles Tagged
retention when both archive and quality workflows exist:
– A contact is recorded for both quality management and archiving. It is also
marked as Tagged by the user.
- Quality management Scored retention time is two months.
- Quality management Tagged retention time is 6 months.
- Archive retention time is one year.
- Metadata retention time is thirteen months.
- Archive Tagged retention time is ten years.