Trying to understand the exact behavior of the data retention settings within the Genesys Cloud Performance Dashboard when configured for strict GDPR compliance. Our organization, operating primarily out of the Paris timezone, has recently tightened our data governance policies. We have set the conversation detail view retention to 30 days to minimize storage costs and reduce liability, yet the compliance dashboard metrics for the last quarter appear inconsistent with the raw data we pulled via the Analytics API last month.
Specifically, when we drill down into the queue activity for our ‘France-Support’ skill group, the agent occupancy rates drop to zero for conversations older than 30 days, which is expected. However, the high-level trend lines in the performance dashboard still show activity spikes for dates where the underlying conversation records have been purged. This creates a significant discrepancy in our reporting. Are these trend lines calculated based on a cached aggregate that persists beyond the retention period, or is there a lag in the dashboard rendering engine that fails to refresh after the data deletion event?
We are concerned about the audit trail. If an auditor requests a report for a specific date range from three months ago, the dashboard displays non-zero values, but clicking through to the conversation detail view returns a ‘Data Not Found’ error. This disconnect undermines the trust in the dashboard as a source of truth for compliance reporting. We need to know if there is a configuration option to force the dashboard to reflect only the currently available data, thereby suppressing metrics for periods where the raw data has been deleted. Alternatively, does the system maintain a separate metadata layer for historical trend visualization that is independent of the conversation record retention policy? Any clarity on how the aggregation logic handles purged records would be greatly appreciated to ensure our reporting aligns with our legal requirements.