Contact retention

When you run the call recovery process, you can search for interactions as far back as the Amazon Connect and Verint retention periods allow.

Amazon Connect contact retention is 24 months

Amazon Connect keeps contact records for 24 months, so you can search for contacts as far back as two years ago.

Verint contact retention is configurable

Verint stores the call metadata required for call recovery in the Contact Database for the period defined by the database and Archiver retention settings. The records in the Contact database are not be purged as long as the records exist in the Archive database even though the Contact database retention is met.

Verint keeps contact records in the Recorder's call buffer (cache) for the period defined by the Threshold and Retention options on the Disk Management page. When the retention period is reached, the contacts are archived for the period defined on the Archive drive.