Manage data retention policies

You can control the amount of time customer conversations are retained by workflows. To do this, use the Retention page to create a retention policy that defines how long each contact is retained and then assign it to a workflow (see Automate QM workflows).

Teams assigned to a workflow share the same retention period. Once a retention period is assigned to a call, it will not change if a team is moved from one workflow to another workflow. Subsequent calls associated with the new workflow use the retention period assigned to the new workflow.

If a call is marked as Tagged, the screen and voice recordings are deleted at the end of the Tagged retention times for screen and voice. Metadata associated with a call is deleted when the longest Tagged retention time is reached.

NOTE   Reducing a retention period after it has been initially set can result in the deletion of recordings. Increasing a retention period will result in a larger use of storage space. Changing these values should be considered carefully.

The maximum default retention time for voice and screen recordings is two months. The system administrator controls the maximum retention time.

You can specify retention times for voice and screen recordings for the following contact types:

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

Each component of a contact (for example, audio recording, screen recording, or root recording) can have its own retention policy. Calabrio ONE 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.)