File Retention Overview
Interactions recorded by inContact WFO are stored in the cloud. You can manage the length of time your recordings are retained through file retention actions. You can choose to retain audio and video recordings for different lengths of time.
During installation, three basic file retention actions are set up:
- Default — causes all files to be deleted after 365 days
- Delete Audio — causes all audio files to be deleted after 365 days
- Delete Video — causes all video (screen recording) files to be deleted after 365 days
You can create customized file retention actions to use instead of, or in addition to, these three actions. You can also change the settings of the three basic actions.
You can create a sequence of file retention actions if that best meets your organization's needs. For example:
- Company A needs to retain audio recordings and associated metadata for a year, but only needs to keep screen recordings for six months. They create a recording schedule that specifies the default action, which has been modified to retain all files (audio, video, and metadata) in the cloud for six months (that is, Action Days is set to a value of 180).
- The default action specifies a Next Action called DeleteVideo. This action causes the video files to be deleted. Audio files and metadata remain available in cloud storage for the remainder of the one year period (that is, Action Days is set to a value of 185).
- The DeleteVideo action specifies a Next Action called DeleteAll. This action causes the remaining files to be purged from the system. Since this is the last action in the sequence, the Next Action value is set to None.
It is important to communicate file retention plans to your users so they understand how long recordings are retained by the system. Schedules and file retention actions should be audited on a monthly basis to ensure all necessary information is being retained for the correct period of time.