Define the WFM retention period
Use the Retention page to define how long certain types of WFM data is retained. Note that long retention times, especially for large contact centers, require more system storage. See the Calabrio ONE Design Guide for sizing guidelines.
NOTE A retention period of 0 indicates no data is retained. Setting a retention period switches retention on. Maximum retention periods are configured by the system administrator. You can configure retention periods from 0 up to, but not more than, those maximums.
The data you can set retention periods for are described below.
Agent Adherence Detail
Agent state data needed to calculate adherence. This data includes every phone state entered by every agent for every day. The default retention period = 0.
WFM Forecast, Schedule, Request and Historical Data
This data includes:
- Forecasts
- Schedules
- User requests (for example, Messaging requests from agents)
- Assigned exceptions
- Historical service data
- Agent productivity data
The default retention period = 0.
WFM Troubleshooting Data
This data includes:
- GIS agent productivity and service historical data files imported into WFM by the GIS Connector Tool
- Vacation report files imported from the HRMS
The default retention period = 0.
Schedule Revision History
History of the changes made to all agent schedules so schedules can be reverted to previous versions if necessary. The default retention period = 7 days.