Genesys Cloud - Developer Community!

Hello, 

My apology in advance if someone had answered below query before: I could not fined the appropriate answer from the forum....

We received an inquiry from a customer who is unable to access their recoding after the call ended.

As investigating the applicable interaction ID, we discovered that the interaction had not been completed properly so the recording file was classified as Orphaned Recordings.

Questions are;

1. What is the trigger of the ACW closure (without processing completion) and recording file to be judged as orphaned?    e.g. default time limit
   Since the system is composed to host several contact centers, we are not setting any limit or code relating ACW.
2. Will the retention period for orphaned records comply with the audio file retention policy?

Thanks and regards,

#Triggers

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Kei Murakami
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Itochu Techno-Solutions Corporation (CTC)
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Hello @Kei Murakami, let us know if this works (if it does and best answer, dont forget to flag it as such ;-)):

What triggers ACW closure and orphaned recordings?

My understanding is that orphaned recordings occur when:

• An agent does not add a wrap-up code to a conversation, causing Genesys Cloud to interpret the conversation as unfinished
• The standard upload or deletion process for recordings fails
• The interaction is not properly completed, so Genesys Cloud cannot use a policy to decide what to do with the recording

ACW Timeout Settings:
When ACW is configured at the queue level, Genesys Cloud offers five distinct ACW modes with customizable timeout periods up to 3600 seconds (60 minutes) for voice interactions. If an agent fails to complete ACW within the specified timeframe, the system automatically assigns a default wrap-up code called "ININ-WRAP-UP-TIMEOUT".

However, since you mentioned that your system is not setting any limit or code relating to ACW, the interactions may remain open indefinitely without proper closure, which can lead to recordings becoming orphaned when they cannot be processed according to standard policies.

Retention period for orphaned recordings
Yes, orphaned recordings should generally comply with your audio file retention policy, but there are important distinctions:

• Orphaned recordings that do not match any policy will be retained indefinitely
• However, if you have set a maximum interaction data retention time, orphaned recordings will be retained up to that threshold
• The recording retention period for any QM policy is subject to the maximum interaction data retention period
• For policy-based recordings, the retention period set in your quality management (QM) policy determines retention of recording files

Orphaned recordings remain on the Edge device and are not attached to conversations, so they are not accessible through the normal interaction details view. You can manage them through Admin > Quality > Recording Management, where you can view, play, delete, download, or reattach these recordings.

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Joaquin Garcia Fink
Senior Customer Success Manager
Genesys - Employees
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