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  • 1.  Archive Interactions

    Posted 11-13-2019 13:05
    No replies, thread closed.
    ​ We want to archive interactions where there is an agent involved. How do we setup archiving to do this?
    #Ask Me Anything (AMA)

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    Ben Marthin
    Vehicle Service Group, LLC
    PureCloud Go Live: 7/2019
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  • 2.  RE: Archive Interactions

    Posted 11-13-2019 13:38
    No replies, thread closed.

    Hi Ben,

    Could you give more information on what you meant by archiving?  Here is a link on what I believe you are asking about:  https://help.mypurecloud.com/articles/retrieve-archived-interactions/



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    Gage Decker
    Genesys - Employees
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    Original Message


  • 3.  RE: Archive Interactions

    Posted 11-13-2019 13:45
    No replies, thread closed.
    Gage, yes this is what I'm asking about. Looks like the first thing I need to do is create a policy.​ Is what we want to do, only archive interactions where there was an agent involved, (no self-service calls archived) something we can configure in the policy?

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    Ben Marthin
    Vehicle Service Group, LLC
    PureCloud Go Live: 7/2019
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    Original Message


  • 4.  RE: Archive Interactions

    Posted 11-13-2019 13:57
    Edited by Matt Lawson 05-09-2022 09:34
    No replies, thread closed.
    Hi Ben, 

    Recording policies are relatively granular on how you want to archive those. You can specify amounts of days after you'd like to archive those i.e. 30/60/90, etc., specific agents, specific queues, specific wrap-up codes, date ranges, duration of calls, and of course media types. We don't have a specific criteria matching if only "agents" were involved.

    I would suggest checking what criteria we have available already, like I mentioned above, and maybe that would line up with what you're looking for. If this doesn't cover what you're looking for, let's get a new idea/feature request on our ideas page here: https://purecloud.ideas.aha.io/ideas. It looks like someone might have put something up already for this here: https://purecloud.ideas.aha.io/ideas/CLWFO-I-172, but could use some more detail and granularity. 

    Hopefully this helps!


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    Adam Firestine
    Genesys - Employees
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    Original Message


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