Managed Contact Center / Quality Management

Call Recording Retention & Access Controls

You control both. We restrict access to recordings using RBAC (Role-Based Access Control — assigning permissions based on a person’s job role rather than one by one — see Glossary: RBAC). You also set a retention policy defining how long recordings are kept before they’re automatically deleted, rather than accumulating indefinitely by default.

Who typically needs access to call recordings?

Usually a mix of supervisors (for coaching and QA), a compliance or legal contact (for disputes and audits), and sometimes the agent themselves. We assign access by role, so you never have to manually grant or revoke permission for every individual recording.

How long should we actually keep recordings?

That depends on your industry and any regulatory or contractual obligations you’re subject to — some businesses need years of retention for compliance, others are comfortable with a much shorter window. The retention period is a setting you control, not a fixed default.

What happens to a recording once the retention period ends?

It’s automatically deleted according to the policy you set. You never have to manually manage storage or rely on someone to remember to clean up old recordings, and you never hold onto sensitive data longer than you need to.

Can we restrict access to only certain queues or departments?

Yes. You can scope access as narrowly as needed — for example, limiting sales call recordings to sales management and support recordings to the support team. It uses the same Role-Based Access Control that governs the rest of the system.

Is there a record of who has listened to a given recording?

Yes. We log access to recordings, so you have an audit trail of who reviewed a specific call and when. That’s useful both for internal oversight and for demonstrating compliance if ever required.