Genesys Cloud - Main

Is there a way today without buying a 3rd party solution to do keyword searches on interactions longer than 60 days?  We are being required to have this functionality by our Legal and Compliance teams.  We would also want the same search capability for PII and PCI classification.  

#ArchitectureandDesign
#Reporting/Analytics

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Nick Kieffer
Simmons Bank
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Genesys is working to extend that to 90 days or more - not sure where they are going to land.  You could create a category for that and that would be kept longer like topics.  Categories was released on May 27 and here is the resource for that:  About interaction categories - Genesys Cloud Resource Center (mypurecloud.com).  There is not a great search for that yet, but it is coming and you have the API. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Hi Nick,

We have PCI and PII filters in Content Search, which are not restricted by 60 days. So you can find interactions that contain PCI or PII data longer than 60 days. In terms of word search, we are extending it to 60 days in August 2024 and the goal is to extend it to 90 days a few months after that.

If you want longer than that, I would suggest using our Transcript APIs to download a copy of the transcript in an external database and search through the database to meet your compliance needs.

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Anik Dey
Genesys - Employees
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