Data retention periods and export functionality by feature
Genesys Cloud retains different types of data for different periods of time. The following table describes the retention periods for each type of data.
Also, there are different methods you can use to access your data. Due to the volume of data, some types of data must be exported routinely during your use of the platform. The following table includes links to these methods for accessing your data.
| Feature | Fixed retention period? | Retention period | Export and download functionality | Export format | Additional information |
|---|---|---|---|---|---|
| Agent evaluation data (aka quality management evaluation data) | Yes | Retained indefinitely until termination | Export view data | CSV, PDF | What is the retention period for quality management evaluation data? |
| Agent performance data | Yes | Retained indefinitely until termination | Agent activity insights | CSV | |
| AppFoundry data | Contact AppFoundry author for data retention period information | Contact AppFoundry author for data export information | |||
| Call flows | Yes | Retained indefinitely until deletion or termination | Import or export a flow | YAML | Architect flows overview |
| Collaborate chat | No | 10 days to 10 years. By default, the retention period is 10 years. | Not available | Change the retention days for Collaborate chat messages | |
| Configuration objects | Yes | Retained indefinitely until deletion or termination | CX as Code | Terraform | Accelerators overview |
| Contact lists | Yes | Retained indefinitely until deletion or termination | Download contact list records | CSV | Contact lists view |
| Contacts: Curated contacts | Yes | Retained indefinitely until deletion or termination | Exporting and querying External Contacts | CSV | Contact identification overview |
| Contacts: Ephemeral contacts | Yes | 60 days | Exporting and querying External Contacts | CSV | Contact identification overview |
| Conversation data (aka interaction data) | No | 90 days to five years. By default, the retention period is undefined. | CSV, PDF | Set the maximum interaction data retention time | |
| Customer audit data | Yes | 365 days (one year) | About the Amazon EventBridge integration | JSON | Genesys Cloud Audit data retention period |
| Documents | Yes | Retained indefinitely until deletion or termination | Download files in the desktop app | Original format | About documents |
| File attachments | No | File attachments follow the same retention period that you set for recording files via quality management (QM) policy. | About the AWS S3 recording bulk actions integration | Original format | Retention period for analytics data and recording |
| Genesys Cloud Analytics add-on (A3S) |
|
| Overview of the Analytics add-on solution | Customer chosen format | Overview of the Analytics add-on solution |
| Recordings—digital | No | No maximum or minimum limit | HTML | Create a policy | |
| Recordings—voice | No | No maximum or minimum limit | OGG_OPUS, MP3, WAV, WEBM | Create a policy | |
| Recordings—screen | No | Up to 365 days (one year) | WEBM | Create a policy | |
| Scheduled callbacks | Scheduled Callbacks view | CSV, PDF | Scheduled Callbacks view | ||
| SIP diagnostics stored in SIP PCAP files | Yes | 21 days | SIP Diagnostics | PCAP | SIP Diagnostics |
| Transcripts | No | The transcript of a recording follows the same retention period that you set for recording files via quality management (QM) policy. | Speech and Text Analytics APIs | JSON | Retention period for analytics data and recording |
| Usage reports (including call detail records) | Yes |
| Download your usage reports | CSV | |
| User profile data | Yes | Retained indefinitely until termination | About Genesys Cloud SCIM (Identity Management) | JSON |
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