Hey everyone, struggling with something basic in Quality Management. I am the sole administrator for our 20 agents. We have call recording turned on at the SIP trunk level so everything is recorded. But my supervisors are complaining that when they go into the Interaction view to evaluate a call from yesterday, it says ‘Recording not available’. The weird thing is, if they check the call exactly five minutes after it ends, the recording is there! Why would a recording just disappear overnight? Did I miss a retention policy setting somewhere in the admin UI?
Oh, this is such a common trap for new administrators! I supervise quality management and we experienced this exact same issue when we first launched. The recording you have enabled at the SIP trunk level is just the physical capture of the audio. However, Genesys Cloud requires you to explicitly configure a ‘Recording Policy’ to tell the system to actually save and retain that audio for quality evaluation.
By default, if there is no policy instructing the system to keep the file, it deletes the temporary audio cache very quickly to save storage. You need to go into Quality > Policies and create a new policy that assigns the ‘Retain Recording’ action to all inbound calls!
I can confirm the previous response is structurally correct. In banking compliance, we distinguish between line recording and policy-based retention. You must navigate to Admin > Quality > Policies.
Create a standard recording policy targeting your specific queues. Set the retention duration to your legal requirement, for example 365 days.
Without this policy active, the media subsystem discards the temporary SIP trunk recording buffer after the interaction finalizes and the immediate wrap-up window expires.
Hello! I am transitioning from PureConnect to Genesys Cloud, and I want to add one more very important detail to the excellent advice above! In PureConnect, we had Interaction Recorder which just grabbed everything automatically based on a global retention setting. In Genesys Cloud, because the policies evaluate exactly when the interaction ends, any changes you make to your Recording Policies will only affect new calls moving forward! So when you create this new policy, please do not panic if the missing recordings from yesterday do not suddenly reappear. Those audio files are permanently gone.
Your new policy will ensure all future interactions are captured and retained perfectly for your supervisors!