Overview

Managing call recordings and transcripts effectively is a critical task for organizations to ensure compliance, maintain security, and optimize storage. Purge Recordings Policy Control in Webex Contact Center empowers tenant administrators to efficiently manage call recordings and transcripts. This feature allows configuration of recording retention policy (applicable to both voice recordings and transcripts) and automatic purging of expired recordings, ensuring compliance, optimizing storage, and enhancing security.

With purge recordings policy control, tenant administrators can:

  • Configure recording retention policy by customizing retention periods for call recordings and transcripts.

  • Purge expired recordings and transcripts automatically.

  • Manage their storage efficiently.

The system permanently deletes recordings from Webex Contact Center during the purge, making them unrecoverable.

The system can’t always guarantee to purge recordings on the exact day scheduled for deletion according to the administrator's policy. Delays can occur due to unavoidable circumstances such as high system load or internal system failures. The next purge cycle addresses these delays.

Key Features

Some of the key capabilities of this feature include:

  1. Retention configuration for recordings and transcripts—

    • Unified Retention Setting: Administrators can set a single retention period that applies to both call recordings and transcripts.

    • Default Retention: The default setting for existing organizations is indefinite until the administrator configures a specific retention period, whereas for a new organization, it’s 1095 days.

  2. Autopurge of expired recordings and transcripts—

    • Automated Deletion: We periodically identify and permanently delete recordings and transcripts that have surpassed their retention period. The system deletes the oldest recordings first.

    • Dynamic Updates: Any changes to retention periods by administrators are reflected in the autopurge mechanism.

The Purge Recordings Policy Control ensures efficient management of call recordings and transcripts by adhering to the configured retention period. For example, when you set the retention period to 300 days, the system automatically deletes all recordings and transcripts older than 300 days, starting with the oldest ones first. If you later adjust the retention period to 350 days, the system deletes all recordings and transcripts older than 350 days during the next scheduled purge cycle.

Setting the retention period

To set the retention period for voice recordings in Webex Contact Center:

1

Sign in to your organization in Control Hub at https://admin.webex.com, and navigate to Organization Settings > Retention policies.

2

Define a retention policy for Contact Center by clicking Update the policy and then set the retention time for contact center voice recordings:

  1. The default value is 1095 days, if you are a new organization. However, you can set a custom retention period from 7 through 3600 days.

If the retention policy for your organization isn’t yet defined, click Set the policy.

You must configure your organization’s Recording Retention Policy in Webex Control Hub by January 1, 2026. Without action, we apply a default retention period of 1,095 days (3 years) for your organization starting on January 1, 2026, and automatically delete all recordings and transcripts older than 1,095 days.

3

Click Save.

Setting a data retention period of 180 days or less may affect the performance and availability of certain AI-driven features.