Manage data retention policies for QM

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).

You can specify retention times for different types of contacts, which the table below defines.

Contact type	Definition
Voice	An audio-only contact with no screen recording.
Screen	A contact with a screen recording. Screen contacts usually have voice recordings too, but these contacts are retained according to the Screen setting, not the Voice setting.
Text	The transcript of a digital contact like an email or chat message conversation.

If your organization uses Calabrio Analytics, the QM retention settings also apply to a contact’s speech-to-text transcription and interaction summary. The retention period for all other Analytics data is governed by the Analytics data retention setting, which is set on the Analytics Configuration page (Application Management > Analytics > Analytics Configuration). See Configure Analytics for more information.

For each contact type, you can set different retention periods based on the contact’s state. The table below defines each of these states. If multiple states are true for a single contact, Calabrio ONE applies the longest retention period to the contact.

Contact state	Definition
Archive	This is the default retention period. Contacts receive this retention period if none of the other states are true for them.
Unscored contact	Contacts with an evaluation state of anything other than Scored.
Score contact	Contacts with an evaluation state of Scored.
HR contact	Contacts that are marked for HR. See Mark contacts for training or HR.
Training contact	Contacts that are marked for training. See Mark contacts for training or HR.
Tagged contact	Contacts that are tagged. See Tag a contact.

Prerequisites

This feature is also available to Calabrio GovSuite users.

You have the Administer QM permission

Page location

Application Management > QM > QM Contact Flows > Retention

Procedures

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.

NOTE The maximum retention time for voice, screen, and text is two years. If you need to increase this limit, contact Calabrio Support.
Click Save.
Go to the Workflow Administration page (Application Management > QM > QM Contact Flows > Workflow Administration) 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.

How retention works

Recording components

Each component of a recording (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.)

Tagged calls

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.

Changes in workflow assignments

Teams assigned to a workflow share the same retention period. Once Calabrio ONE assigns a retention period to a contact, the period does not change if a team is moved from one workflow to another workflow. Only contacts that are processed after the switch to the new workflow use the new workflow’s retention period.