Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Quality > Policies > Editing Archiving recordings

    Posted 06-25-2025 10:53
    Edited by Dan Wong 06-25-2025 10:53
    No replies, thread closed.

    Hello all,

    Wondering if anyone can answer the below?

    Originally set a Policy to Archive Specific Queues calls after 2 years - main consideration being the size needed for storage.  

    We have now exceeded this time frame and interactions are correctly archiving.  

    We have decided to increase the duration to 4 years as our storage limit is under what we forecasted so have edited the original policy.

    This updated date is reflected in any new interaction, however historical interactions have the original archive date.

    Is this expected behaviour?

    Is there a way we can backdate this policy to extend the archive period on historical calls? 


    #Implementation
    #QualityManagement
    #SystemAdministration

    ------------------------------
    Dan Wong
    EUC Engineer
    ------------------------------



  • 2.  RE: Quality > Policies > Editing Archiving recordings
    Best Answer

    Posted 06-25-2025 11:28
    No replies, thread closed.

    Hello Dan, 

    Yes this is expected behavior our recording policies are not retroactive meaning they wont apply to older conversations just the newer ones after the policy was started.

    No you cannot backdate the policy to extend to older conversations. As far as I am aware. I believe you could use our bulk recording APIs and manually re-export them and they should pick up the new archive date. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Quality > Policies > Editing Archiving recordings

    Posted 06-25-2025 11:51
    No replies, thread closed.

    Great, thanks for confirming ! 



    ------------------------------
    Dan Wong
    EUC Engineer
    ------------------------------

    Original Message


Related Content