Genesys Cloud - Main

Hi Patil, as far as I know, there is no native way in the Genesys Cloud UI to directly see which Recording Policy was applied to a specific interaction. The easiest approach is to review the configured Recording Policies and compare their matching criteria (queue, direction, wrap-up code, user, etc.) with the interaction details to determine which policy most likely matched.

Thank you for your reply. We have multiple policies configured so it's very difficult to determine which policy is used by the interaction.

I have submitted idea for this if you think this feature will help please upvote.

Add policy used for call / screen | Genesys Cloud Ideas Portal

Hello Swaroop,

As far as I know, we have no way to verify that information. You would need to review the active policies and determine which of them are retaining that information.

However, if there is more than one active policy with the same criteria, one policy can override another, and multiple policies can match the same interaction.

We've experienced retention issues in the past when multiple active policies shared the same criteria.

Here are some best practices:

• Avoid overlapping policies when possible, ideally each interaction should match a single retention policy;
• Create separate policies for different requirements (recordings, evaluations, surveys);
• Regularly review policies to minimize overlap;
• If retention policies overlap, ensure the longer retention period is set where needed to avoid premature deletion.

 I hope this helps you.

Thank you for your reply. We have multiple policies configured so it's very difficult to determine which policy is used by the interaction.

I have submitted idea for this if you think this feature will help please upvote.

Add policy used for call / screen | Genesys Cloud Ideas Portal

Hi Swaroop,

At the moment, Genesys Cloud does not expose the name or ID of the recording policy that matched an interaction directly in the Interaction Details view or in the Recording API response.

It is also important to consider that there may not be only one matching policy. Multiple audio recording policies can match the same conversation. When retention policies overlap, Genesys Cloud resolves the final retention action according to the configured rules, generally keeping the recording for the longest applicable retention period unless a policy is configured to delete it even when another policy retains it.

Screen recording works slightly differently: the screen recording actions are controlled only by the policy that initiated the screen recording.

For daily troubleshooting, the most practical approach is:

1. Check the interaction's direction, queues, agents or work teams, wrap-up codes, duration, and interaction date.
2. Compare those values with the matching criteria of the enabled policies.
3. Use `GET /api/v2/conversations/{conversationId}/recordingmetadata` to check values such as `archiveDate` and `deleteDate`.

The recording metadata can help confirm the final retention result, but it does not identify the policy by name.

Using clear policy names, detailed descriptions, and avoiding unnecessary overlaps also makes this analysis much easier.

You have sent a good idea! Voted!

Thank you, Arthur. As multiple people have access to environment, we cannot control the policy sanity, but when problem comes everyone wants answer instantly. Which is why I was trying to gauge if anyone has any tricks.  

Hello Swaroop, the only way I can see this working is through the API. You could retrieve all the data and search it using the queue ID. I voted for your idea!

Thank you, Maninder. 

Unfortunately, Genesys Cloud does not shows the recording policy name or ID that was applied to an individual interaction. I vote for your idea.

Thank you Rahul