Maintenance Manual

Recordings
Recording Retention
112
– After 6 months, the screen recording is deleted and is no longer available.
– After ten years, the audio recording and metadata are deleted and no
longer available.
• When upgrading from 2.7(1) or lower, all existing workflows will be assigned
the retention periods configured before the upgrade. After upgrading to the
latest version, you can change these retention periods for each workflow. Th7e
retention periods can be modified under the Quality Management > Workflows
and Archive > Workflows nodes in Quality Management Administrator after the
upgrade is complete. Calls recorded before the upgrade are also assigned
retention periods configured before the upgrade. However, the retention
periods for these calls cannot be changed.
• A quality management workflow retention period is assigned at the End of Day
(EOD).
• Every day at the time set in the Database Cleanup Time field in the Upload
Settings window (see “Upload Settings” on page 47), the database cleanup
utility deletes recordings whose retention period has expired.
• Once the retention period is assigned to a call, the call’s retention period can
only be changed by changing the retention times in the workflow in which the
retention periods were originally assigned.
NOTE: It is important to remember that reducing a retention period after
it has been set initially can result in the deletion of recordings, and that
increasing a retention period will result in a larger use of storage space.
Changing these values should be considered carefully.
• Once the retention period is assigned to a call, the call’s retention period will
not be changed if a team is moved from one workflow to another workflow.
Subsequent calls associated with the new workflow will use the retention
period assigned to the new workflow.
• When you delete a workflow, any calls assigned to that workflow retains the last
known retention times for the deleted workflow.
Time Data
Applications in Workforce Optimization
where you can access the data
For 6 months Screen
recording
Recordings
For 10 years Audio recording Recordings
For 13 months Metadata Recordings