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  • 1.  Recording bulk job API does not find any interactions

    Posted 04-07-2025 09:53
    No replies, thread closed.

    Hi all,

    so I'm having trouble right now with the following API: Recording APIs

    Reason for this is I wanted to set the maximum retention time of one our customers to 190 days but I get the following error: "Your organization has existing recordings that exceed your selected interaction data retention timeframe. Change conflicting interaction recording delete dates before setting your selected interaction data retention timeframe."

    Therefore I tried the above mentioned API with this code:

    {
  "action": "DELETE",
  "actionDate": "2025-04-07T15:41:00.000Z",
  "conversationQuery": {
    "interval": "2022-01-01T00:00:00.000Z/2024-09-30T00:00:00.000Z"
  },
  "includeScreenRecordings": true
}

    But it's saying there are 0 conversations although according to this API /api/v2/recordings/retention/query there should be more than enough conversations older than 190 days with a recording. Policies are enabled which delete recordings after 30 days, so they should not interfere in my mind.

    Anyone know a solution to this or what I'm doing wrong?


    #API/Integrations
    #QualityManagement

    ------------------------------
    Phillip Riepshoff
    IT-Systemspezialist Customer Experience
    ------------------------------


  • 2.  RE: Recording bulk job API does not find any interactions
    Best Answer

    Posted 04-08-2025 10:26
    No replies, thread closed.

    With /api/v2/recordings/retention/query, you should get a list of recordings that are beyond the specified threshold. So you can investigate from there -- look what kinds of conversations are there and better understand why your recording job's query has not included these conversations.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------



  • 3.  RE: Recording bulk job API does not find any interactions

    Posted 04-09-2025 07:46
    No replies, thread closed.

    Hi Daniel,

    I checked a few examples of those interactions and there is no more info in them, besides being a call and having a recording. But my original snippet should have included all conversations between the set intervall, no?

    That's why I don't get why the delete job is returning me a 0 as a result.



    ------------------------------
    Phillip Riepshoff
    IT-Systemspezialist Customer Experience
    ------------------------------

    Original Message


  • 4.  RE: Recording bulk job API does not find any interactions

    Posted 04-09-2025 11:52
    No replies, thread closed.

    Just to confirm, the examples you examined are within your queried date range (i.e. 2022-01-01T00:00:00.000Z/2024-09-30T00:00:00.000Z)?

    Do you know why you are no longer getting more conversation level information for these recordings?  At this point you might need to go through Care to troubleshoot with you.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


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