Genesys Cloud CX

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  • 1.  How to access call recordings older than 18 months

    Posted 04-14-2022 04:05
    Hi

    We have several financial services customers who would like to implement Genesys Cloud but need to retain recordings for 7 years. My understanding is that Genesys Cloud CX allows access to recordings through the Interactions View for 18 months, after which you have the option to write your own search and retrieval software using the APIs (which is far from ideal) but that even that approach only works for 5 years, after which the recordings would have to be exported to AWS S3 for storage and more software would have to be written to search and retrieve them from S3 (leaving the customer with three separate interfaces, one polished Genesys experience and two bespoke UIs).

    Is there a better solution for this?

    Many thanks, Paul
    #Unsure/Other

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    Paul Cox
    Maintel Europe Limited
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  • 2.  RE: How to access call recordings older than 18 months

    Posted 7 days ago

    Hi Paul, 

    We have an issue at the moment, and i wondered if you could point me in the direction of anything you've seen that illustrates that point?
    We've been a Genesys customer for 4+ Years and have always been able to access interactions via web, from more than 18 months.

    We've had no contact from a CSM, and the release notes don't flag any changes in that area.
    Thanks

    Richard



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    Thanks,Richard
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  • 3.  RE: How to access call recordings older than 18 months

    Posted 7 days ago
    Take a look at
    https://help.mypurecloud.com/faqs/how-far-back-can-i-go-to-view-historical-data-in-the-genesys-cloud-performance-views/
    We have been whitelisting organisations to allow them to get access to their recordings.

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    Brian Allison
    Spark NZ Trading
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  • 4.  RE: How to access call recordings older than 18 months

    Posted 7 days ago

    We had a similar issue back in 2019, and they told us that they had whitelisted us, and if we wanted anything older we had to request it.
    Guess they were moving it to Glacier storage.
    Now searching via the web, and API, the interactions cannot be found, let alone retrieved via normal methods.



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    Thanks,Richard
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  • 5.  RE: How to access call recordings older than 18 months

    Posted 7 days ago
    And i'd love to see the comms where they updated that FAQ from :

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    Thanks,Richard
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  • 6.  RE: How to access call recordings older than 18 months

    Posted 3 days ago

    Small update for the community

    Even though whitelisted they seem to have started pruning us.

    Tech confirmed it, then told us to talk to a CSM.

    After a day of trying to get hold of someone in the UK, CSM or otherwise, emailing every old CSM i've had, and has now left the company, and emailing the EMEAIgniteCSM address, and trying to get some response via their twitter, i've finally found some people that are attempting to rectify the situation.

    3 days down the road and i still seem to be in the same place, although at least it seems they are trying.

    I urge anyone to make sure they're whitelisted on a yearly basis, as we had no notice that they would be doing this.

    I urge anyone, if only for a tertiary backup, to get an API link to an S3 bucket. That's what i'm now going to kick-off, as it's too risky to trust Genesys with the recordings, even if you have a contractual agreement/GDPR whitelist, etc.

    Fingers Crossed from here!



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    Thanks,Richard
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  • 7.  RE: How to access call recordings older than 18 months

    GENESYS
    Posted 14 hours ago
    Hi Richard,

    I would be interested in following up with your case.  Please reach out to me directly and perhaps I can help you reach the right folks in the Analytics team.

    As described in https://help.mypurecloud.com/faqs/how-far-back-can-i-go-to-view-historical-data-in-the-genesys-cloud-performance-views/ which was also mentioned above, there are 2 thresholds: 1) 558 days which can be overcome via whitelisting, and 2) 1827​ days which has no workarounds.  Note that the recordings can still be in stored in Genesys Cloud for beyond 5 years, but the interaction becomes unsearchable after 5 years.  Therefore, you would be required to know the Interaction ID to retrieve the aged recording that you are looking for -- whether that comes from a reference in an existing 3rd-party system (e.g. through a Case) that you can perform searches from, or you have managed to build your own index & search using prior data export from Genesys Cloud.

    We are aware that some of our customers require search & retrieval of recordings beyond 1.5 years and also 5 years, and are working on short term ang long term plans to address them.

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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