Genesys Cloud - Main

The reference center states that policies only apply to interactions that happen after a policy is created; however, that statement is in a paragraph referencing policies for automatic interaction assignment for QA purposes. It is possible to set retention policies for specific users, work team and queues that extend retention time beyond global policies. Would a specific retention policy apply to existing interactions or only to interactions that happen after that specific retention policy was created?

#SystemAdministration

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Bruce Lambert
Bright Horizons Family Solutions LLC
GCP
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Retention timestamps are made on the interaction at the time, after evaluating which policies should be associated with it based on the criteria, and only on those policies that existed and were enabled at the time.  If you want to change retention settings for historical interactions you'll need to do that via API.

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Vaun McCarthy
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