Trying to understand the retention logic for interaction recordings within Architect flows in the EU-FR environment. The Performance Dashboard indicates a 30-day retention policy, yet the Compliance Audit view shows records persisting for 45 days. This discrepancy complicates our GDPR alignment efforts. Is there a known lag in the compliance data sync, or does the dashboard metric exclude specific queue types? Any clarification on the underlying calculation method would be appreciated.
Thank you.
Ah, yeah, this is a known issue… The discrepancy usually stems from how Architect handles “Archived” versus “Deleted” interactions for compliance purposes. In Zendesk, a ticket is either closed or deleted, but in Genesys Cloud, interactions are often archived first to satisfy audit trails before final deletion. The Performance Dashboard typically filters out archived records after the primary retention period (30 days), while the Compliance Audit view retains them longer for legal hold or specific regulatory requirements (45 days).
To align your GDPR efforts, you need to explicitly configure the interaction retention settings in the Admin console rather than relying on the default dashboard views. Navigate to Admin > Settings > Interaction Settings. Look for the “Data Retention” section. You will likely see two distinct fields:
- Default Retention Period: This controls the dashboard view (currently 30 days).
- Compliance Archive Retention: This controls the audit log persistence (currently 45 days).
Set both to the same value if strict GDPR alignment is required for your specific region. For example, if 30 days is your target, update the Compliance Archive Retention to 30 days as well. This mirrors the simplicity of Zendesk’s single “Delete after” setting, but GC splits it for audit flexibility. Also, remember that EU-FR regions may have specific legal hold tags that override these settings automatically. Check if any interactions are tagged with “Legal Hold” in the Architect flow, as these will bypass standard retention rules entirely. Adjusting these settings ensures both views reflect the same timeline, simplifying your audit reporting.