Contact retention for Microsoft Dynamics Omnichannel

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

Microsoft Dynamics Omnichannel contact retention

Microsoft Dynamics Omnichannel retains contact records according to the Dynamics Retention Policy. You can search for contacts within the timeframe specified by this policy.

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 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.