Manage Retention and Purge Recordings and Transcripts in Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center

Published

2026-06-04

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Webex Contact Center purges recordings and transcripts past their retention period oldest first; purge on the exact scheduled day is not guaranteed, and purged recordings cannot be recovered. in context
• Webex Contact Center keeps voice recordings and transcripts for 1095 days by default in new organizations; in existing organizations they are kept indefinitely until an administrator sets a period. The configurable range is 7 to 3600 days. in context
• The Webex Contact Center retention article describes only age-based automatic purge, so per-caller erasure of an individual recording appears to need a separate mechanism that this packet did not verify. inferred in context
• In Webex Contact Center, existing organisations keep recordings indefinitely until an administrator configures a retention period. in context
• In Webex Contact Center, the default retention period for call recordings and transcripts in new organisations is 1,095 days. in context
• Webex Contact Center administrators can set one retention period, from 7 to 3,600 days, that applies to both call recordings and transcripts. in context
• Cisco warns that setting a Webex Contact Center retention period of 180 days or less may affect the performance and availability of certain AI-driven features. in context
• Neither article states whether a recording created because the flow forced recording on, against a tenant, queue or schedule setting of No, is retained or purged any differently from an ordinarily authorised recording. in context
• Webex Contact Center permanently deletes recordings during a retention purge and they are not recoverable afterwards, and the system does not guarantee purge on the exact scheduled day. in context
• For new Webex Contact Center organizations the default recording and transcript retention period is 1095 days, while existing organizations retain indefinitely until an administrator sets a period. in context
• Webex Contact Center administrators can set a recording and transcript retention period between 7 and 3600 days. in context
• Cisco warns that setting a Webex Contact Center data retention period of 180 days or less may affect the performance and availability of certain AI-driven features. in context
• A compliance programme cannot use the Webex Contact Center purge policy alone as evidence that a given recording was deleted on a given date, because purge timing is not guaranteed and purged data leaves nothing to audit. inferred in context
• A change to the Webex Contact Center retention policy takes effect in the next purge cycle. in context
• When Webex Contact Center purges recordings under the retention policy, it deletes the oldest recordings first. in context
• Webex Contact Center does not guarantee that a recording is purged on its exact scheduled deletion day; purges can be delayed. in context
• Recordings purged from Webex Contact Center are permanently deleted and cannot be recovered. in context
• For an existing Webex Contact Center organization, recording retention is indefinite until an administrator configures a specific retention period. disputed in context
• For a new Webex Contact Center organization, the default recording retention period is 1095 days. in context
• The Webex Contact Center recording retention period can be set from a minimum of 7 days to a maximum of 3600 days. in context
• Webex Contact Center applies one unified retention setting to both voice recordings and transcripts. in context
• Cisco warns that a retention period of 180 days or less may affect the performance and availability of some AI-driven Webex Contact Center features. in context
• Webex Contact Center bills recording storage usage separately, according to the terms of the organization's contract. in context
• A recording that is missing for an older interaction whose metadata still appears is probably the result of retention purge or admin deletion, and neither can be reversed from the Contact Center side. inferred in context
• Existing Webex Contact Center organisations retain recordings indefinitely until an administrator configures a retention period. in context
• New Webex Contact Center organisations have a default recording and transcript retention period of 1,095 days. in context
• The purge process periodically identifies recordings and transcripts past their retention period and deletes the oldest first. in context
• Contact Center recording retention is configured in Control Hub under Organization Settings > Retention policies, and one setting covers both voice recordings and transcripts. in context
• Webex Contact Center does not guarantee that a recording is purged on the exact day its retention period expires. in context
• Recordings purged by the retention process are permanently deleted from Webex Contact Center and cannot be recovered. in context
• The configurable Webex Contact Center recording retention period ranges from 7 to 3,600 days. in context
• The Webex Contact Center recording retention policy applies tenant-wide rather than per queue. in context
• Cisco warns that setting a data retention period of 180 days or less may affect the performance and availability of certain artificial intelligence features, and does not name which features. in context
• The 30-day cloud recording storage default stated in Cisco's 2021 Unified CCX transition guide is not supported by any current source; the current documented default is 1095 days for a new organisation, configurable from 7 to 3600 days. inferred in context
• Webex Contact Center voice recording and transcript retention defaults to indefinite for an existing organisation until an administrator sets a period, and to 1095 days for a new organisation. in context
• Automated deletion removes the oldest recordings and transcripts first, and a change to the retention period takes effect on the next scheduled purge cycle. in context
• Cisco states that the 1095 day default applies only to the data retention policy, that storage usage is billed separately under the customer's contract, and that the customer should review their agreement for storage entitlements and cost implications. in context
• Cisco states that the purge permanently deletes recordings from Webex Contact Center and that they are unrecoverable. in context
• Cisco states that it cannot always guarantee a purge on the exact scheduled day, that delays can occur under high system load or internal failure, and that the next cycle addresses them. in context
• An administrator can set the Webex Contact Center retention period anywhere from 7 to 3600 days. in context
• The Webex Contact Center retention period is set in Control Hub under organisation settings and retention policies. in context
• Cisco states that a single retention period applies to both call recordings and transcripts. disputed in context
• Webex Contact Center recording retention in Control Hub and Webex WFO QM retention policies are configured in separate places and neither vendor page references the other so a practitioner should set and record both. inferred in context
• Cisco warns that a Webex Contact Center retention period of 180 days or shorter may negatively affect AI-driven features. in context
• Webex Contact Center recording and transcript retention is set in Control Hub under Organization Settings > Retention policies with a range of 7 to 3600 days and a default of 1095 days for new organisations. in context

Cite this source record

APA

WarmTransfer. (2026, June 4). Manage Retention and Purge Recordings and Transcripts in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-uimme-wxcc-retention-purge

BibTeX

@misc{warmtransfer-cisco-help-uimme-wxcc-retention-purge,
  title  = {Manage Retention and Purge Recordings and Transcripts in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-uimme-wxcc-retention-purge},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}