About WFM data retention
WFM automatically purges data when it gets old to comply with regulations and ensure performance of the application. The default time data is kept is listed below. Customers with specific requirements can agree with Calabrio to change the default data retention policy.
Reporting data
| Agent Statistics |
Historical interval-level agent data from ACD such as ready time and login duration. |
2 Years
|
| Agent Queue Statistics |
Historical interval-level agent data per queue from ACD such as number of contacts managed and handling time. |
1 Years
|
| Forecast
|
Historical forecasting data. contact volumes, handling times, etc.
|
3 Years
|
| Queue Statistics
|
Historical interval-level queue data from ACD, used as a basis for forecasting.
|
10 Years
|
| Request
|
Number of requests made by each agent.
|
2 Years
|
| Schedule
|
Schedule time for activities and absences.
|
3 Years
|
| Schedule
|
Number of scheduled shift categories and absences.
|
3 Years
|
| Schedule
|
Historical adherence information.
|
2 Years
|
| Schedule
|
Forecasted staffing levels and scheduled staff.
|
3 Years
|
| Preferences
|
Preference fulfillment.
|
2 Years
|
| Agents
|
Pseudonymization of agent names. How long to keep the actual agent name for former employees.
|
3 months
|
Application data
| Forecast
|
All forecasting data in the application.
|
3 Years
|
| Message
|
History of messages sent from the People-module to Agents.
|
1 Years
|
| Payroll
|
History of exported payroll data.
|
3 Months
|
| Schedule
|
The complete schedule.
|
3 Years
|
| Security Audit
|
Audit trail of login attempts.
|
30 Days
|
| Requests
|
History of requests, including details and approvals/denials.
|
12 Months
|
| Agents
|
How long to keep any information about former employees. When deleted, it is no longer possible to follow up staffing levels. |
3 Years
|
| Agents
|
Pseudonymization of agent names. How long to keep the actual agent names of former employees. |
3 months
|
