Genesys Cloud CX

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  • 1.  Multiple Recording Policies - Conflict

    NEW MEMBER
    Posted 9 days ago

    Hi Guys,

    We have two different recording requirements as follows:

    1. We need to have ALL inbound and outbound call recordings deleted after 180 days (6 months).
    2. We need to have outbound calls  with a specific wrapup code used deleted after 5 days.

    I have created two polcieis for the above requirements as follows:

    Requirement 1:
    Matching Criteria:
    Conversation Direction - Inbound / Outbound

    Actions to Perform :
    Retain Recordings
    Delete Recordings After - 180 days

    Requirement 2:
    Matching Criteria:
    Conversation Direction: Outbound
    Wrapup Code: dont record

    Actions to Perform:
    Retain Recordings
    Delete Recording After - 5 days


    The issue here is that once both  policies are enabled the days to delete recordings for all calls (even the calls with the specified wrapup code) is set to 180 days.

    Does anyone in the community know if there is a way to prioritize the policies so that the interactions with the wrapup used would delete after  5 days ?


    :)
    Ricardo 


    #QualityManagement

    ------------------------------
    Ricardo Arneaud
    Cibercall USA Corp
    ------------------------------


  • 2.  RE: Multiple Recording Policies - Conflict

    GENESYS
    Posted 9 days ago
    Hi Ricardo

    Did you check if you have enabled this option "Delete even if another policy retains"

    This wil delete instead other policy keeps the recording for longer time

    https://help.mypurecloud.com/articles/create-recording-policy/

    Regards

    ------------------------------
    ALBERTO CASTRO
    Sr Technical Account Manager EMEA
    Genesys - Employees
    ------------------------------



  • 3.  RE: Multiple Recording Policies - Conflict

    NEW MEMBER
    Posted 9 days ago
    Hi Alberto,

    The referenced option is only applicable when you select when the policy action is to delete recording :( Remember our policies has to retain the recordings and delete after a specified amount of days has passed as referenced earlier.


    Regards
    Ricardo

    ------------------------------
    Ricardo Arneaud
    Cibercall USA Corp
    ------------------------------



  • 4.  RE: Multiple Recording Policies - Conflict

    GENESYS
    Posted 8 days ago

    Ok Ricardo

    Let me check and i get back to you

    THanks



    ------------------------------
    ALBERTO CASTRO
    Sr Technical Account Manager EMEA
    Genesys - Employees
    ------------------------------



  • 5.  RE: Multiple Recording Policies - Conflict

    GENESYS
    Posted 8 days ago
    Edited by Alberto Sagredo 8 days ago

    Hi Ricardo

    When you apply policies its not retroactive so it means it affect all the interactions from the momment you apply. Are new recording being deleted and not older ones since you enabled that policy?

    To apply deletion for older ones, if this is what you want, you should do via API

    https://developer.genesys.cloud/analyticsdatamanagement/recording/recordings-bulk-action

    Check also this developer post with your question ->

    Delete recording from the script

    Bulk Delete Recordings with specific Wrapup

    Let me know



    ------------------------------
    ALBERTO CASTRO
    Sr Technical Account Manager EMEA
    Genesys - Employees
    ------------------------------



  • 6.  RE: Multiple Recording Policies - Conflict

    NEW MEMBER
    Posted 8 days ago
    Hi Alberto,

    Thanks for the feedback.

    The testing I conducted was after both policies were configured and enabled.

    And the test results show that calls with the specific wrapup code used had a deletion date set for 180 days (which is the deletion days for the other policy).

    I'm going to attach some screenshots for visual reference

    The screenshots attached are as follows:
    Policy 1 - Shows the policy setup to delete all inbound / outbound interactions after 6 months
    Policy 2 - Shows that all outbound calls with wrapup code assigned should delete recordings after 5 days
    Sample Calls - Shows the interaction details with a call made with the wrapup code specified in Policy 2 set for deletion in 6 months.



    Regards
    Ricardo

    ------------------------------
    Ricardo Arneaud
    Cibercall USA Corp
    ------------------------------



  • 7.  RE: Multiple Recording Policies - Conflict

    Posted 8 days ago
    Hi Ricardo,

    What you describe is expected behavior. When there are overlapping policies, and one policy retains a recording for longer than another, (whether that means "retain" or whether that means the delete date is further in the future), Genesys will use the policy that keeps the recording in the system for longer. They do this to to prevent potential configuration issues.

    There's not a super elegant way to do this, with configuration. Which, is where we can turn to more complex ways of solving this problem. What I would recommend is use the new process automation, which allows us to listen to certain events that happen in the contact center. One event we can listen to is the after call work event. We can listen to this event and identify when we get the "enregistrement refuse" wrap up code, and execute a workflow. This workflow can update the retention of the recording via a data action, using this endpoint (PUT
    /api/v2/conversations/{conversationId}/recordings/{recordingId}.  So, from a configuration standpoint all you will need is the 180 day policy. You can delete the other policy, and let the "After-call" event do the retention updating.

    Thanks,
    Peter

    ------------------------------
    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------



  • 8.  RE: Multiple Recording Policies - Conflict

    NEW MEMBER
    Posted 7 days ago
    Hi Peter,

    Thanks for the feedback..

    I also received similar feedback from Genesys support last night.

    I would review the process automation feature as per you recommendation.

    For now our org has built a function for recording retention which we intend to modify with a 'wrapup code' field.

    Sincerely
    Ricardo

    ------------------------------
    Ricardo Arneaud
    Cibercall USA Corp
    ------------------------------