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  • 1.  Set Maximum Interaction Data Retention Time afterwards

    Posted 08-16-2023 04:22
    No replies, thread closed.
    Hello,
     
    I want to set a retention time for recording afterwards. There are already a lot of conversations even with recordings for the last two years.
     
    I took that endpoint to set that threshold afterwards:
     
     
    This is same endpoint which is used when I try to set "Maximum Interaction Data Retention Time" at Admin -> Organization Settings -> Settings.
    I want to set 90 days and got that response:
     
    {
    "message": "Analytics data retention cannot be updated due to conflict with existing policies and/or recordings. To see the recording conflicts, make the request: GET api/v2/recordings/retention/query?retentionThresholdDays=90. To see the policy conflicts, make the request: GET api/v2/recording/mediaretentionpolicies?enabled=true&deleteDaysThreshold=90.",
    "code": "analytics.data.retention.update.conflict",
    "status": 409,
    "contextId": "38e0dc66-bb04-4d46-8936-c2e923e91f14",
    "details": [],
    "errors": []
}
    I have no media retention policies set yet. So policy list is empty.
     
    So I run that GET api/v2/recordings/retention/query?retentionThresholdDays=90 and get a lot of conversations.
    What is not clear for me, are this returned list the conversations which are in conflict to that theshold day what should this list means? Documentation is absolutely bad for this.
     
    Secondly I understand that there are recordings which are older then that threshold day of 90 days. So I run a recording bulk job with that request body:
     
    {
  "action": "DELETE",
  "clearExport": true,
  "includeScreenRecordings": true,
  "conversationQuery": {
    interval": "2018-01-01T00:00:00.000+02:00/2023-05-15T23:59:59.000+02:00",
    "orderBy": "conversationStart",
    "order": "asc",
    "startOfDayIntervalMatching": true
  },
  "actionAge": 90,
  "screenRecordingActionAge": 90
}
     
    So my idea was that bulk job should set the 90 days recording retention treshold for every conversation in the past which are over that threshold value (yesterday minus 90 days and I got the 2023-05-15). Job was running and was  finished sucessfully.
     
    After it I tried to set that dataretention settings again but still got the same error as above.
    What I missed here?
     
    Thank you and best regards,
    Christian.


    #QualityManagement
    #Reporting/Analytics

    ------------------------------
    Christian Werner-Berger
    Deutsche Telekom Business Solutions GmbH
    ------------------------------


  • 2.  RE: Set Maximum Interaction Data Retention Time afterwards

    Posted 08-17-2023 08:46
    No replies, thread closed.

    Hello, I am sorry for the difficulties.  Above you mention "I have no media retention policies set yet. So policy list is empty."

    There is a link between interaction data and recordings. Because of this link, a recording policy must be created first before setting the maximum interaction data retention time.  The maximum interaction data retention cannot be shorter than the recording policy.



    ------------------------------
    Christopher Bosken
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Set Maximum Interaction Data Retention Time afterwards

    Posted 08-17-2023 11:23
    No replies, thread closed.

    I don't think the policy is the issue here.  After you executed the bulk delete job, did you try running GET api/v2/recordings/retention/query?retentionThresholdDays=90 again?  Did it give you a similar list of conversations back?

    The RC article https://help.mypurecloud.com/articles/set-the-maximum-interaction-data-retention-time/ says, 

    • If historical interactions were configured with a deletion date beyond the maximum interaction data retention time you are trying to set, you will be notified of this conflict and you will not be able to set the intended time period. To delete historical interactions, you must first shorten the deletion dates for all existing interactions to a time period within their respective maximum interaction data retention time. To do this in bulk, see Recording bulk job API.

    Let me know what is unclear in the note here.

    Also, it may be possible that the size of the conversations in the bulk delete job is so large, that the actual recording deletion is taking some time to process through. (Note that bulk job only set the delete dates of the recordings.  There is a separate backend process in Genesys Cloud that does the deletion based on the date set.)



    ------------------------------
    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


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