Contact retention for Genesys Cloud CX

When you run the digital interaction recovery process, you can search for interactions as far back as the Genesys Cloud CX and Verint retention periods allow.

Genesys Cloud CX retention is six months

Genesys Cloud CX keeps contact records for six months, so you can search for contacts as far back as six months.

Verint contact retention is configurable

Verint stores the call metadata required for digital interaction recovery in the Contact Database for the period defined by the database and Archiver retention settings. The records in the Contact database are not 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.