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 and screen recordings for these 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.)
- You have the Administer QM permission
Application Management > QM > QM Contact Flows > Retention
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 to assign the retention policy to a workflow (see Automate QM workflows).
Edit a retention policy
NOTE Shortening a retention period can result in recordings being deleted. Lengthening a retention period will use more storage space.
- 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, Calabrio ONE deletes its screen and voice recordings at the end of the Tagged retention times for screen and voice. Calabrio ONE 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 Calabrio ONE 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.