GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy - Revision history

WikiSysop at 19:01, August 9, 2022

2022-08-09T19:01:02Z

WikiSysop at 17:15, July 26, 2022

2022-07-26T17:15:42Z

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:47Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Corinne.hicks@genesys.com: Published

2021-05-06T16:29:48Z

Published

Corinne.hicks@genesys.com: Published

2021-04-01T19:33:29Z

Published

Valentina.petrov@genesys.com: Published

2021-03-31T22:26:00Z

Published

New page

{{CustomArticle1
|DisplayName=Genesys Engage cloud Data Retention Policy
|Context=Explains the Genesys Engage cloud data retention policy.
|Intro={{Editgrn_open}}{{Editgrn_close}}
|CustomSection1={{CustomSection1
|Id=cf34f034-3272-4626-9e4b-bf2b2542b5dd
|Heading=Definitions
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|Text=*Data – Information that is stored in any form including on paper (typically referred to as hardcopy), or digital (often referred to as soft-copy or as electronically stored information). The term “data” includes, but is not limited to, databases, word documents, spreadsheets, PowerPoint presentations, electronic reporting systems, audio tapes, electronic tapes, backup tapes, optical discs, CD-ROMs, DVDs, email, voicemail, photographs, drawings, designs, or sketches.
*Genesys Engage cloud Platform Data – Data that is stored, utilized, processed or transmitted through, in, or by the Genesys Engage cloud Platform.
*Retention – The maintenance of data in a useable or recoverable format.
*Retention Period - The amount of time that data must be saved in a form that can be retrieved.
*Legal Hold – A process to preserve all forms of relevant information when litigation is reasonably anticipated. During the period of Legal Hold, normal document retention and destruction policies are suspended until the Legal Hold is lifted. Legal Hold notices are issued by Genesys Legal Department.
}}{{CustomSection1
|Id=00bd7b5f-d5a2-44e5-8678-660d99766260
|Heading=Policy
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|Text=*Clarification of Retention Period: if the default Retention Period for a certain type of Data is two (2) months, then Data created on March 20th will be retained until the end of May 20th after which point those records will be destroyed or overwritten.
*All customer Genesys Engage cloud Platform Data will be purged upon contract termination with a 30-day grace period, whether or not the Data has reached its maximum retention period.
*All Data Retention Periods are subject to suspension if a Legal Hold notice is issued.
*If any part of the Data is subject to regulatory guidelines regarding its retention, then the regulatory- or legally-mandated data retention period shall apply.
*The following tables list the default and maximum Retention Periods by Solution Category. Unless otherwise specified by contractual agreement, Genesys will apply the specified default Retention Period to all Solution categories.
}}{{CustomSection1
|Id=10e5d465-88a9-4290-87d8-47dbcdcfd9bc
|Heading=Data retention period by solution category
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|Text====Customer Engagement===
{{{!}} class="wikitable"
! colspan="3"{{!}}
!'''Default retention'''
!'''Max retention'''
!'''Data usage'''
!'''Options past retention period'''
{{!}}-
{{!}} rowspan="4" style="vertical-align:middle;"{{!}}Inbound
{{!}}IVR
{{!}}Call flow data
{{!}}90 days
{{!}}36 months
{{!}}Real-time analysis & troubleshooting
{{!}}Download available – GIM BI
{{!}}-
{{!}}Voice routing and traffic
{{!}}UCS contact profile
{{!}}End of contract
{{!}}End of contract
{{!}}Customer contact data
{{!}}N/A
{{!}}-
{{!}}Post voice call survey
{{!}}Response data
{{!}}90 days
{{!}}36 months
{{!}}CX analysis
{{!}}Download available – GIM BI
{{!}}-
{{!}}Private and group voicemail
{{!}}Message media
{{!}}End of contract
{{!}}End of contract
{{!}}User-managed messaging
{{!}}N/A
{{!}}-
{{!}} style="vertical-align:middle;"{{!}}Digital
{{!}}Email/chat
{{!}}UCS interaction history (transcripts and so on)
{{!}}90 days*
{{!}}90 days*
{{!}}Best practices
{{!}}
{{!}}-
{{!}} rowspan="2" style="vertical-align:middle;"{{!}}Outbound
{{!}} rowspan="2"{{!}}Voice
{{!}}Campaign (calling) list
{{!}}72 hours
{{!}}72 hours
{{!}}List refresh
{{!}}Download available
{{!}}-
{{!}}Call results (detail records)
{{!}}16 months
{{!}}16 months
{{!}}Success rate
{{!}}Download available
{{!}}-
{{!}} style="vertical-align:middle;"{{!}}Self service
{{!}}Enterprise IVR
{{!}}Call flow data
{{!}}90 days
{{!}}36 months
{{!}}Real-time analysis & troubleshooting
{{!}}Download available – GIM BI
{{!}}}*Per interaction. All chained interactions (that is, email responses) are kept until 90 days past the last interaction.
----
===Employee Engagement===
{{{!}} class="wikitable"
! colspan="3"{{!}}
!'''Default retention'''
!'''Max retention'''
!'''Data usage'''
!'''Options past retention period'''
{{!}}-
{{!}} rowspan="5" style="vertical-align:middle;"{{!}}WFO
{{!}} rowspan="2"{{!}}GIR
{{!}}Voice recordings
{{!}}13 months*
{{!}}End of contract*
{{!}}Compliance & legal purposes
{{!}}Download available
{{!}}-
{{!}}Screen recordings
{{!}}13 months*
{{!}}End of contract*
{{!}}Training and compliance
{{!}}Download available
{{!}}-
{{!}} rowspan="2"{{!}}QM
{{!}}QM evaluations
{{!}}13 months
{{!}}End of contract
{{!}}Training
{{!}}Download not available
{{!}}-
{{!}}QM reports
{{!}}90 days
{{!}}36 months
{{!}}Required for QM/training purposes
{{!}}Store up to 3 years
{{!}}-
{{!}}WFM
{{!}}Forecasting, scheduling, reporting, configuration, calendar
{{!}}36 months
{{!}}60 months
{{!}}Workforce trends
{{!}}Store up to 5 years
{{!}}-
{{!}} rowspan="2" style="vertical-align:middle;"{{!}}OmniChannel Desktop
{{!}} rowspan="2"{{!}}Workspace
{{!}}UCS interaction history (transcripts and so on)
{{!}}90 days**
{{!}}90 days**
{{!}}Best practices
{{!}}
{{!}}-
{{!}}UCS contact profile
{{!}}End of contract
{{!}}End of Contract
{{!}}Customer contact profile
{{!}}N/A
{{!}}}<nowiki>*</nowiki>Storage charges apply from Day 1 of storage.

<nowiki>**</nowiki>Per interaction. All chained interactions (that is, email responses) are kept until 90 days past the last interaction.
----
===Business Optimization===
{{{!}} class="wikitable"
! colspan="3"{{!}}
!'''Default retention'''
!'''Max retention'''
!'''Data usage'''
!'''Options past retention period'''
{{!}}-
{{!}} style="vertical-align:middle;"{{!}}Analytics
{{!}}Historical Reporting
{{!}}GIM data (includes Designer Call Flow data)
{{!}}13 months
{{!}}36 months
{{!}}Trending and performance analysis
{{!}}Download available – GIM BI
{{!}}-
{{!}} style="vertical-align:middle;"{{!}}Platform
{{!}}Designer
{{!}}Analytics (Elastic Search)
{{!}}90 days
{{!}}36 months
{{!}}Short-term analysis & call flow tuning
{{!}}Download available – GIM BI
{{!}}}
}}
}}

@@ Line 9: / Line 9: @@
 *Retention Period - The amount of time that data must be saved in a form that can be retrieved.
 *Legal Hold – A process to preserve all forms of relevant information when litigation is reasonably anticipated. During the period of Legal Hold, normal document retention and destruction policies are suspended until the Legal Hold is lifted. Legal Hold notices are issued by Genesys Legal Department.
 |CustomSection1={{CustomSection1
 |Id=00bd7b5f-d5a2-44e5-8678-660d99766260

@@ Line 26: / Line 26: @@
 ! colspan="3"{{!}}
 !'''Default retention'''
 !'''Max retention'''
 !'''Data usage'''
@@ Line 33: / Line 34: @@
 {{!}}IVR
 {{!}}Call flow data
 {{!}}90 days
 {{!}}36 months
@@ Line 41: / Line 43: @@
 {{!}}UCS contact profile
 {{!}}End of contract
 {{!}}End of contract
 {{!}}Customer contact data
@@ Line 47: / Line 50: @@
 {{!}}Post voice call survey
 {{!}}Response data
 {{!}}90 days
 {{!}}36 months
@@ Line 55: / Line 59: @@
 {{!}}Message media
 {{!}}End of contract
 {{!}}End of contract
 {{!}}User-managed messaging
@@ Line 63: / Line 68: @@
 {{!}}UCS interaction history (transcripts and so on)
 {{!}}90 days*
 {{!}}90 days*
 {{!}}Best practices
@@ Line 70: / Line 76: @@
 {{!}} rowspan="2"{{!}}Voice
 {{!}}Campaign (calling) list
 {{!}}72 hours
 {{!}}72 hours
@@ Line 77: / Line 84: @@
 {{!}}Call results (detail records)
 {{!}}16 months
 {{!}}16 months
 {{!}}Success rate
@@ Line 84: / Line 92: @@
 {{!}}Enterprise IVR
 {{!}}Call flow data
 {{!}}90 days
 {{!}}36 months
@@ Line 94: / Line 103: @@
 ! colspan="3"{{!}}
 !'''Default retention'''
 !'''Max retention'''
 !'''Data usage'''
@@ Line 102: / Line 112: @@
 {{!}}Voice recordings
 {{!}}13 months*
 {{!}}End of contract*
 {{!}}Compliance & legal purposes
@@ Line 108: / Line 119: @@
 {{!}}Screen recordings
 {{!}}13 months*
 {{!}}End of contract*
 {{!}}Training and compliance
@@ Line 115: / Line 127: @@
 {{!}}QM evaluations
 {{!}}13 months
 {{!}}End of contract
 {{!}}Training
@@ Line 120: / Line 133: @@
 {{!}}-
 {{!}}QM reports
 {{!}}90 days
 {{!}}36 months
@@ Line 128: / Line 142: @@
 {{!}}Forecasting, scheduling, reporting, configuration, calendar
 {{!}}36 months
 {{!}}60 months
 {{!}}Workforce trends
@@ Line 136: / Line 151: @@
 {{!}}UCS interaction history (transcripts and so on)
 {{!}}90 days**
 {{!}}90 days**
 {{!}}Best practices
@@ Line 142: / Line 158: @@
 {{!}}UCS contact profile
 {{!}}End of contract
 {{!}}End of Contract
 {{!}}Customer contact profile
@@ Line 153: / Line 170: @@
 ! colspan="3"{{!}}
 !'''Default retention'''
 !'''Max retention'''
 !'''Data usage'''
@@ Line 161: / Line 179: @@
 {{!}}GIM data (includes Designer Call Flow data)
 {{!}}13 months
 {{!}}36 months
 {{!}}Trending and performance analysis
@@ Line 168: / Line 187: @@
 {{!}}Designer
 {{!}}Analytics (Elastic Search)
 {{!}}90 days
 {{!}}36 months

@@ Line 1: / Line 1: @@
 {{CustomArticle1
-|DisplayName=Genesys Engage cloud data retention policy
+|DisplayName=Genesys Multicloud CX data retention policy
-|Context=Explains the Genesys Engage cloud data retention policy.
+|Context=Explains the Genesys Multicloud CX data retention policy.
 |Intro====Definitions===
 *Data – Information that is stored in any form including on paper (typically referred to as hardcopy), or digital (often referred to as soft-copy or as electronically stored information). The term “data” includes, but is not limited to, databases, word documents, spreadsheets, PowerPoint presentations, electronic reporting systems, audio tapes, electronic tapes, backup tapes, optical discs, CD-ROMs, DVDs, email, voicemail, photographs, drawings, designs, or sketches.
-*Genesys Engage cloud Platform Data – Data that is stored, utilized, processed or transmitted through, in, or by the Genesys Engage cloud Platform.
+*Genesys Multicloud CX Platform Data – Data that is stored, utilized, processed or transmitted through, in, or by the Genesys Multicloud CX Platform.
 *Retention – The maintenance of data in a useable or recoverable format.
 *Retention Period - The amount of time that data must be saved in a form that can be retrieved.
@@ Line 14: / Line 14: @@
 |DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
 |Text=*Clarification of Retention Period: if the default Retention Period for a certain type of Data is two (2) months, then Data created on March 20th will be retained until the end of May 20th after which point those records will be destroyed or overwritten.
-*All customer Genesys Engage cloud Platform Data will be purged upon contract termination with a 30-day grace period, whether or not the Data has reached its maximum retention period.
+*All customer Genesys Multicloud CX Platform Data will be purged upon contract termination with a 30-day grace period, whether or not the Data has reached its maximum retention period.
 *All Data Retention Periods are subject to suspension if a Legal Hold notice is issued.
 *If any part of the Data is subject to regulatory guidelines regarding its retention, then the regulatory- or legally-mandated data retention period shall apply.