Similar to the response to the Q&A show, I would say that you should see if you can actually trigger any calls to not retain recordings. If you have the override on, then the only logical reason would be that the QM policy did not get matched. And double check that you have that policy enabled as well.
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Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
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Original Message:
Sent: 04-28-2023 15:16
From: Andrew Saltonstall
Subject: Recordings still retained even when policy set to delete them
I have set a policy to delete recordings for both users and queues for both inbound and outbound calls, but somehow I have outbound conversations that are still recorded even though the user and all the queues they are assigned to are included in the do not record policy. Does anyone know why that would be? I even have the policy override any policys which say to retain them. Any help would be appreciated.
#QualityManagement
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AndrewSaltonstallPensacola Christian College, Inc.
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