Genesys Cloud recording policies and retention

See also

Sources

1. 1
   Genesys Cloud gives full analytics and recording access only for interactions under 1.5 years old. From 1.5 to 5 years, search and playback remain but with limited metadata.

   Retention period for analytics data and recording · section 'Analytics reporting and recording retrieval limitations' · Checked 2026-10-14
2. 2
   A Genesys Cloud policy's Archive recording after action moves matching recordings to long-term storage after a set number of days.

   Create a policy · section 'Recording Actions', Archive recording after · Checked 2026-10-14
3. 3
   Because archived policy-based recordings are excluded from the fair-use storage calculation, an Archive recording after action shorter than the delete period should reduce the storage counted against the allocation.inferred

   Genesys Cloud fair use policy · Data storage tab, section 'Data storage fair use policy overview' (archived exclusion), combined with the Archive recording after action in genesys-help-create-recording-policy · Checked 2026-10-14
4. 4
   When a Genesys Cloud recording is archived, its transcription is archived as well.

   Retention period for analytics data and recording · section 'Recording files' · Checked 2026-10-14
5. 5
   The recording Bulk Action API can export, delete and archive recordings in every interaction-age tier, including interactions older than five years.

   Retention period for analytics data and recording · section 'Analytics reporting and recording retrieval limitations' · Checked 2026-10-14
6. 6
   Recordings can take up to 48 hours after creation to appear in the conversation query results that a recording bulk job uses to select recordings.

   RecordingJobsQuery (platform-client-sdk-python model documentation) · property row 'conversation_query' · Checked 2026-10-14
7. 7
   The Genesys Cloud recording bulk job query (RecordingJobsQuery) accepts the actions ARCHIVE, DELETE and EXPORT.

   recording_jobs_query.py (platform-client-sdk-python model source) · action setter, allowed_values list · Checked 2026-10-14
8. 8
   For conversations older than 5 years, a recording bulk job selects recordings with agedConversationInterval, an ISO-8601 interval of up to 6 months, instead of a conversation query. The two cannot be combined.

   RecordingJobsQuery (platform-client-sdk-python model documentation) · property row 'aged_conversation_interval' · Checked 2026-10-14
9. 9
   Genesys Cloud places no upper limit on the policy retention period for call recordings and digital recordings, apart from the org-wide maximum interaction data retention time when one is set.

   Retention period for analytics data and recording · section 'Recording files' · Checked 2026-10-14
10. 10
    Call-recording retention policies take effect only when Line Recording (trunk-side recording) is enabled on the SIP trunk.

    Create a policy · section 'Recording Actions', notes · Checked 2026-10-14
11. 11
    Unless a maximum interaction data retention time is set, Genesys Cloud keeps conversation detail data for the lifespan of the customer contract.

    Retention period for analytics data and recording · section 'Conversation detail data' · Checked 2026-10-14
12. 12
    When the interaction data retention setting is used, the minimum retention period for conversation detail data is 90 days.

    Retention period for analytics data and recording · section 'Conversation detail data' · Checked 2026-10-14
13. 13
    A policy's Delete recordings after value cannot exceed the maximum interaction data retention time when one is set.

    Create a policy · section 'Recording Actions', Delete recordings after · Checked 2026-10-14
14. 14
    Selecting Do not save recordings on a Genesys Cloud policy exposes a Delete even if another policy retains option. That option overrides the retain-wins default and deletes matching recordings.

    Create a policy · section 'Recording Actions', Recording Retention options · Checked 2026-10-14
15. 15
    Genesys recommends separate policies for recurring evaluations and surveys. Those policies should not select Delete recordings after when another retention policy already targets the same recordings.

    Interaction Recording Retention Policies Best Practices · section 'Set up quality policies', subsection 'Evaluation and survey policies'; scenarios 3 and 4 · Checked 2026-10-14
16. 16
    A Genesys Cloud policy must have Retain recordings selected before it can create evaluations, calibrations or web surveys. Selecting Do not save recordings hides those options.

    Create a policy · section 'Recording Actions', Recording Retention options · Checked 2026-10-14
17. 17
    Practitioners report that a short-retention policy, such as 5-day delete for a wrap-up code, cannot override a broader longer-retention policy, such as 180 days. The reported workaround is Process Automation, or a custom function that updates retention per recording.field report

    Multiple Recording Policies - Conflict · replies by Ricardo Arneaud and Peter Stoltenberg, 2022-11-17 and 2022-11-18 · Checked 2026-10-14
18. 18
    A Retain recordings policy with Delete recordings after left unselected keeps recordings indefinitely, but if an overlapping matching policy sets Delete recordings after, that policy defines the purge date.

    Interaction Recording Retention Policies Best Practices · section 'Set up quality policies', subsection 'Indefinite retention' · Checked 2026-10-14
19. 19
    The Genesys Cloud Create a policy article states that Genesys Cloud does not record internal calls within the organization.disputed

    Create a policy · section 'Matching Criteria', notes · Checked 2026-10-14
20. 20
    The longest-retention rule for overlapping policies holds only when Delete recordings after is explicitly set to more than 0 on every matching policy.

    Create a policy · precedence note in the Recording Actions section · Checked 2026-10-14
21. 21
    Genesys Cloud will not set a lower maximum interaction data retention time while historical interactions have deletion dates beyond it. Those deletion dates must be shortened first, for example with the Recording bulk job API.

    Set the maximum interaction data retention time · section 'Important' · Checked 2026-10-14
22. 22
    Genesys Cloud will not set a maximum interaction data retention time shorter than the retention period of any QM policy. The admin is notified and must shorten the QM policy first.

    Set the maximum interaction data retention time · section 'Important' · Checked 2026-10-14
23. 23
    Raising the maximum interaction data retention time does not extend existing recordings, which keep their original retention period. Extending them requires the Recording bulk job API.

    Set the maximum interaction data retention time · section 'Important' · Checked 2026-10-14
24. 24
    The Genesys Cloud Maximum Interaction Data Retention Time setting defaults to null, meaning no org-wide maximum applies.

    Set the maximum interaction data retention time · section 'Important' · Checked 2026-10-14
25. 25
    After the maximum interaction data retention time has been saved, it can be shortened or lengthened but cannot be set back to null.

    Set the maximum interaction data retention time · section 'Important' · Checked 2026-10-14
26. 26
    The maximum interaction data retention time applies to interaction data together with its recordings, regardless of quality policy recording settings.

    Set the maximum interaction data retention time · introductory overview text · Checked 2026-10-14
27. 27
    Recordings not related to any QM policy are also deleted once their age passes the maximum interaction data retention time.

    Retention period for analytics data and recording · section 'Recording files' · Checked 2026-10-14
28. 28
    Genesys Cloud cannot bulk export, archive or delete individual call recording segments. Lifecycle actions apply only to full recordings, because segments are generated temporarily for playback.

    Can I bulk export, archive or delete certain call recording segments instead of full recordings? · FAQ answer · Checked 2026-10-14
29. 29
    Genesys Cloud's invoice guidance states that recording storage beyond the included storage is charged at USD 0.0030 per GB per day.disputed

    Resource usage on your invoice · Step 4 'Apply the overage rate', section 'How overage rates differ across capabilities' · Checked 2026-10-14
30. 30
    Genesys Cloud's fair-use pages state that data storage above the allocation is billed at USD 0.25 per GB, monthly.disputed

    Data storage charge examples · section 'Genesys Cloud data storage allocation examples', overage statement · Checked 2026-10-14
31. 31
    When several retention policies with different periods match the same interaction, Genesys Cloud applies the longer retention period.

    Interaction Recording Retention Policies Best Practices · section 'Set up quality policies', subsection 'Overlapping and conflicting policies' (730-day vs 365-day example) · Checked 2026-10-14
32. 32
    Genesys warns that keeping recordings longer than needed can cause disk space overflow charges and may violate regulations in some countries.

    Interaction Recording Retention Policies Best Practices · section 'Define your interaction retention needs' · Checked 2026-10-14
33. 33
    Policy-based recording is not enabled by default in Genesys Cloud, so calls are not recorded until trunk-side or station-side recording is turned on.

    Enable policy-based recording · section 'Prerequisites' · Checked 2026-10-14
34. 34
    Genesys Cloud recording policies apply only to interactions that occur after the policy is enabled. Existing recordings keep the retention they already have.

    Create a policy · Overview note · Checked 2026-10-14
35. 35
    Genesys Cloud recording and quality policies are created under Menu > Conversational Intelligence > Recording and Policies > Policies, or Admin > Quality > Policies, and need the Recording > Retention Policy Add, Edit and View permissions.

    Create a policy · Prerequisites and the procedure steps · Checked 2026-10-14
36. 36
    Genesys Cloud does not automatically change a policy when an agent, queue or wrap-up code in its matching criteria is deleted.

    Create a policy · section 'Matching Criteria', notes · Checked 2026-10-14
37. 37
    Bulk export of recordings through a QM policy works only for interactions under 1.5 years old.

    Retention period for analytics data and recording · section 'Analytics reporting and recording retrieval limitations' · Checked 2026-10-14
38. 38
    A quality management policy's recording retention period is subject to the organization's maximum interaction data retention time.

    Retention period for analytics data and recording · section 'Recording files' · Checked 2026-10-14
39. 39
    Genesys recommends adding no more than 250 queues to a single policy's matching criteria.

    Create a policy · section 'Matching Criteria', queues item · Checked 2026-10-14
40. 40
    On 2025-07-07, Genesys announced the planned removal, effective 2025-07-21, of the system limit of 100 on restoring archived recordings.

    Upcoming removal of limit on restored archived recordings · announcement body · Checked 2026-10-14
41. 41
    When restoring an archived recording, the user picks how long the restored copy is kept. After that period, the restored recording is no longer available for playback.

    Retrieve archived interactions · main body under 'Retrieve archived interactions' · Checked 2026-10-14
42. 42
    Restoring an archived Genesys Cloud recording from long-term storage can take several hours. It is started with Restore Recording in the Recording Playback section of Interaction Details.

    Retrieve archived interactions · main body under 'Retrieve archived interactions' · Checked 2026-10-14
43. 43
    Restored archived recordings count toward the organization's total Genesys Cloud storage usage.

    Retrieve archived interactions · main body, storage note · Checked 2026-10-14
44. 44
    By default, when one matching policy retains recordings and another is set to Do not save recordings, Genesys Cloud keeps the recording for the retaining policy's period.

    Interaction Recording Retention Policies Best Practices · section 'Set up quality policies', subsection 'Overlapping and conflicting policies' · Checked 2026-10-14
45. 45
    A policy's Export copy of recordings action sends recordings to an AWS S3 bucket one time only, and previously exported recordings are skipped.

    Create a policy · section 'Recording Actions', Export copy of recordings · Checked 2026-10-14
46. 46
    Genesys Cloud policies can initiate screen recording only during ACD interactions.

    Create a policy · section 'Recording Actions', Initiate screen recording · Checked 2026-10-14
47. 47
    Only the policy that starts a screen recording controls that screen recording's actions, such as retention and archive.

    Create a policy · section 'Recording Actions', Initiate screen recording · Checked 2026-10-14
48. 48
    In Genesys Cloud, screen recording policies have a maximum retention period of one year.

    Retention period for analytics data and recording · section 'Recording files' · Checked 2026-10-14
49. 49
    An interaction's overall sentiment score, sentiment trend and acoustics data are kept until every recording with a related transcript has been deleted.

    Retention period for analytics data and recording · section 'Speech and text analytics data' · Checked 2026-10-14
50. 50
    The snippet recording delete period set in Recording Management cannot exceed the maximum interaction data retention time when one is set.

    Manage recordings · Snippet recordings settings · Checked 2026-10-14
51. 51
    Snippet recordings, which agents start and stop manually on ACD calls, have a default retention period that is configured in Recording Management rather than in quality policies.

    Call recording overview in Genesys Cloud · section 'Snippet recording' · Checked 2026-10-14
52. 52
    Genesys announced policy-based station-side recording, planned effective 2025-07-07, which records internal calls at the user's station and complements trunk-side recording.disputed

    Policy-based station-side call recording expands internal call coverage · announcement body · Checked 2026-10-14
53. 53
    When both parties to an internal call have station-side recording enabled, Genesys Cloud produces two recordings of the call.

    Call recording overview in Genesys Cloud · section 'Trunk-side recording vs station-side recording' · Checked 2026-10-14
54. 54
    Policy-based call, digital and screen recordings count toward the Genesys Cloud data storage fair-use allocation. User (ad hoc) recordings, voicemails and transcripts of policy-based call recordings do not.

    Genesys Cloud fair use policy · Data storage tab, section 'Data storage fair use policy overview' · Checked 2026-10-14
55. 55
    Genesys Cloud's data storage fair-use allowance is 25 GB per billable CX 2 Named user, and 17.5 GB and 32.5 GB per CX 1 Named and CX 3 Named user respectively.

    Data storage charge examples · section 'Genesys Cloud data storage allocation examples', allocation table · Checked 2026-10-14
56. 56
    Policy-based recordings that have been archived are excluded from the Genesys Cloud data storage fair-use calculation.

    Genesys Cloud fair use policy · Data storage tab, section 'Data storage fair use policy overview' · Checked 2026-10-14
57. 57
    When a recording is deleted, its transcripts are deleted along with the topic and sentiment events detected in them.

    Retention period for analytics data and recording · section 'Speech and text analytics data' · Checked 2026-10-14
58. 58
    A recording's transcript follows the same retention period that the QM policy sets for the recording file.

    Retention period for analytics data and recording · section 'Speech and text analytics data' · Checked 2026-10-14
59. 59
    Once trunk-side recording is enabled on a SIP trunk, Genesys Cloud retains recordings of all external calls by default, even when no policies are defined.

    Call recording overview in Genesys Cloud · section 'Policy-based recording' · Checked 2026-10-14

Documents

Cite this page

WarmTransfer. (2026, October 14). Genesys Cloud recording policies and retention. WarmTransfer. https://warmtransfer.net/knowledge/genesys-cloud-recording-policies

@misc{warmtransfer-genesys-cloud-recording-policies,
  title  = {Genesys Cloud recording policies and retention},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/genesys-cloud-recording-policies},
  note   = {Verified 2026-10-14}
}