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  • 1.  Retention Policy does not work. HELP

    Posted 03-06-2020 06:44
    No replies, thread closed.
    Hello
    I created a Policy for retaining Call interactions for a single day and assigned a single Queue to the Policy. There are a number of other Policies, designed to retain Calls but they are not connected to any Queues. I disabled these other Policies, so that they would not overlap with mine. Before creating the Policy, there were a number of Interactions in the Queue. After creating the Policy, a lot more interactions occurred in the Queue. It has been 4 days but the interactions have not been deleted. What am I doing wrong? Here is a screenshot of the 

    #QualityManagement
    #SystemAdministration

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    Ria Nawaz
    PRINCIPAL LIFE INSURANCE COMPANY
    ------------------------------


  • 2.  RE: Retention Policy does not work. HELP

    Posted 03-07-2020 14:30
    No replies, thread closed.
    Could it be that the ones in there were in the queue when the policy was created?  The policy is applied when the call enters the system or in this case when it enters the queue.  You can delete them manually through the API.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Retention Policy does not work. HELP

    Posted 03-09-2020 06:09
    No replies, thread closed.
    I did not know that. There were a number of interactions in the Queue, when I made the policy and I thought the policy would delete them. Thanks for letting me know, Robert.

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    Ria Nawaz
    PRINCIPAL LIFE INSURANCE COMPANY
    ------------------------------

    Original Message


  • 4.  RE: Retention Policy does not work. HELP

    Posted 03-09-2020 15:00
    No replies, thread closed.
    Hi Ria - Policies are not retroactive.  So using the API to delete those recordings as noted is the best way to delete the recordings you had prior to enabling the policy.

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    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Retention Policy does not work. HELP

    Posted 03-11-2020 05:18
    Edited by Ria Nawaz 03-11-2020 05:20
    No replies, thread closed.
    Hi Lesley
    I have a follow-up question. Can I set up a Policy which would retain Interactions in a specific Queue indefinitely? The Delete Recording After option is optional, so I feel it is possible but I want to make sure my understanding is correct.

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    Ria Nawaz
    PRINCIPAL LIFE INSURANCE COMPANY
    ------------------------------

    Original Message


  • 6.  RE: Retention Policy does not work. HELP

    Posted 03-11-2020 09:58
    No replies, thread closed.
    Hi Ria - yes you can have a policy to retain recordings indefinitely for specific queues by not setting a delete date. More information on policies can also be found here: https://help.mypurecloud.com/articles/create-recording-policy/
    Best,
    Lesley

    ------------------------------
    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Retention Policy does not work. HELP
    Best Answer

    Posted 03-08-2020 21:00
    No replies, thread closed.
    You can check the details associated with the interaction using the API Explorer through the Developer Tools, this will allow you to see what is being applied.

    Use the Conversation ID from an example interaction and then call 

    /api/v2/conversations/{conversationId}/recordings

    This will give you the following which includes the archival and deletion date
    [
  {
    "id": "6e1ef811-877c-49f3-8c43-d0c564517136",
    "conversationId": "88880063-c169-4692-867f-ff9746ba544a",
    "media": "audio",
    "annotations": [],
    "fileState": "AVAILABLE",
    "archiveDate": "2020-03-16T00:53:52.418Z",
    "archiveMedium": "CLOUDARCHIVE",
    "deleteDate": "2020-03-23T00:53:52.418Z",
    "maxAllowedRestorationsForOrg": 100,
    "remainingRestorationsAllowedForOrg": 100,
    "sessionId": "e1db72f6-4b8c-4700-b707-c2cf713579f8",
    "selfUri": "/api/v2/conversations/88880063-c169-4692-867f-ff9746ba544a/recordings/6e1ef811-877c-49f3-8c43-d0c564517136"
  }
]​


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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
    ------------------------------

    Original Message


  • 8.  RE: Retention Policy does not work. HELP

    Posted 03-09-2020 06:07
    No replies, thread closed.
    This is helpful as I was finding it difficult to track which Interactions would fall under the Retention Policies I was making. Thanks, Gareth.

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    Ria Nawaz
    PRINCIPAL LIFE INSURANCE COMPANY
    ------------------------------

    Original Message


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