Genesys Cloud - Main

Hi guys,

This is voice only.

If we have a retention policy that states to retain calls to the Widget department for 30 days, but if I go into interactions to/from the Widget department for the last week and select "Protect Recording", does that mean it will override the retention date and stay in the system as long as it is protected?

We are being asked by legal to put a hold on some recordings.

Thanks,
Tracee

HI Tracee, I haven't used this feature myself yet, but the documentation is pretty clear that protecting a recording overrides the policy set, and will keep it indefinitely or until the protection is removed. Take a look here for details and limitation:

https://help.mypurecloud.com/articles/protect-recordings-from-deletion-for-a-legal-hold-directive/

Thank you Anton!  I had searched and could not find a definitive answer.   The link that you shared makes it very clear that Protect overrides any retention policy.  I really appreciate you.  Have a great day!