Thanks for your reply.
I was thinking almost the same way.
My suggestion would be to automatically set the evaluation to 1 per day. This way I can maintain the retention to 1 day as required by ISO certification and have a random picked interaction for evaluation.
Then I need to manually adjust the retention date for that interaction. And when I require 3 evaluations a week, I can easily remove the evaluation forms from the interactions I won't be needing.
This probably would work in small environments with up to maybe 25 or so agents, but not for larger organizations.
So I am still hoping for a long term solution rather than a workaround.
Consultant I Senior, S&d Application, Data Ec Cc Genesys, KPN B.V.
Original Message:
Sent: 02-02-2026 12:17
From: Daniel Ho
Subject: Policy setup to comply to certification
Hi Arjan,
If you have a hard requirement of setting recordings retention to 1 day, you will probably need to create (ad-hoc) evaluations by yourself by randomly picking from today's interactions, as opposed to relying on QM policy to choose & generate them for you. And when you have created one, at that time, you will also need to set the delete date of that interaction recording to 14 days later (extending from "tomorrow"). That process of eval creation, whether it's done manually or automatically, will then need to abide to and account for your 3 evals/agent rule through the week.
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Director, Product Management – Recording and Real-time Supervision
Workforce Engagement Management (WEM)
Original Message:
Sent: 01-30-2026 02:19
From: Arjan De Wit
Subject: Policy setup to comply to certification
Hi Mark,
Thanks for your reply!
However, to be compliant with ISO regulations and certifications, your suggestion is not possible.
I hope you agree that it would make sense that if an interaction has an evaluation form assigned from a policy, that interaction should have another retention than the ones an organization does not need that long.
Wondering what other users think of this matter.
Regards,
Arjan
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Arjan De Wit
Consultant I Senior, S&d Application, Data Ec Cc Genesys
Original Message:
Sent: 01-29-2026 11:27
From: Mark Fagus
Subject: Policy setup to comply to certification
Hi Arjan, unfortunately using polices it is not designed to work that way. I would suggest changing the recording retention period for all calls to 14 days. That would ensure you can access the evaluations within the 14 day window you are looking for.
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Mark Fagus
Senior Global WEM Business Specialist
Original Message:
Sent: 01-27-2026 03:14
From: Arjan De Wit
Subject: Policy setup to comply to certification
Hi,
For one of our customers I am looking for a solution on retention of recordings. ik will explain the situation:
To be ISO compliant the customer needs to retain all recordings for 1 day. So this policy is set up.
They also have a policy for Evaluations. In this policy recordings of matching queues have a retention of 14 days and they require 3 evaluations per agent per week.
The outcome of this policy is that all recordings of the matching queues have a 14 day retention (works as designed according to the retention of policies).
The requirement is to only retain the recordings that are selected for evaluation for 14 days and delete the rest.
I can not figure out how to achieve this.
All help from the community is welcome.
Regards and thanks in advance,
Arjan de Wit
#QualityEvaluations
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Arjan De Wit
Consultant I Senior, S&d Application, Data Ec Cc Genesys
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