Trying to set up the retention policy for screen recordings in the Genesys Cloud admin console. The interface does not provide an option to override the default 30-day retention for specific user groups, which is causing compliance issues for our audit team.
Environment details:
Has anyone found a workaround to extend the retention period for specific users or groups?
It’s worth reviewing at the retention settings under Admin > Security & Compliance > Data Retention. Unlike Zendesk, where we often tweaked ticket lifecycle rules per view, Genesys Cloud handles recording retention globally or by specific compliance buckets. The interface can be tricky because it hides the override options behind the “Advanced” toggle.
Try navigating to the Screen Recording section and checking if your organization has a custom retention policy enabled. If not, you may need to request a custom policy through support, as the standard 30-day limit is hardcoded for default tiers. Here is a snippet of what the API payload looks like if you are automating this via Terraform:
resource "genesyscloud_recording_retention" "custom_policy" {
name = "Audit Team Retention"
retention_days = 90
enabled = true
}
This approach mirrors how we migrated Zendesk’s custom field lifecycles to GC interaction attributes. It requires a bit more upfront configuration but ensures compliance.
This is actually a known issue. The retention policy is indeed global, but you can mitigate this by tagging specific agents with compliance_group: audit and using a custom workflow to archive those recordings externally before the 30-day cutoff. It’s a bit of a workaround, but it keeps the audit team happy without breaking the global policy.