Data Retention Policy

1\ purpose and scope at exotel , we are committed to managing data responsibly, ensuring both operational efficiency and strict compliance with data privacy standards this data retention policy outlines how cqa classifies, stores, retains, and securely disposes of data processed within our conversational quality analysis platform this policy applies to all customers using the cqa platform unless a specific custom agreement is in place configured retention for your account is shown in settings → policies → data retention (read only) to request changes, contact your account manager 2\ data classification to ensure transparency and optimized storage management, cqa classifies data into two distinct categories a analysis data structured data generated and stored by cqa during analysis this includes quality profiles and kpis — rules and metrics that define how interactions are scored and measured interaction details and scores — per interaction records, evaluation results, and quality scores produced by analysis dispute records and resolutions — agent/supervisor challenges to scores and the outcomes of those reviews assignment rules and metadata — routing logic for which quality profile reviews what conversation, plus custom fields attached to interactions dashboards and ai generated insights — aggregated views, trends, and ai derived findings built from analysis data b transcripts & recordings raw transcripts and recordings ingested into cqa (the copy stored by cqa) audio recordings ingested into cqa — call audio files copied into cqa for analysis (via integrations, apis, or manual upload through test evaluation) transcript files ingested into cqa — transcript files copied into cqa for analysis (via integrations, apis, or manual upload through test evaluation) 3\ standard retention schedule unless otherwise specified in a master services agreement (msa) or order form, cqa applies the following retention periods data category description retention policy analysis data structured analysis data and metadata stored in cqa per account retention is configured for your tenant when purging is disabled, data is retained indefinitely for the lifetime of the subscription when a retention window is configured, data older than that window is purged transcripts & recordings audio recordings and transcript files ingested into cqa 6 months ( 180 days) from the date of ingestion / upload same for all tenants, not configurable why this structure? per account analysis data lets each customer align structured insights retention with their audit, coaching, and compliance needs including indefinite retention when long term trend analysis is required 6 months for transcripts & recordings balances enough time for quality audits, dispute resolution, and coaching cycles while limiting how long sensitive media is retained in cqa 4\ data deletion and purging once data reaches the end of its defined retention period, it is permanently deleted and cannot be recovered export any data you need before the retention window ends analysis data when a retention window is configured for your account, cqa runs a scheduled purge that permanently deletes analysis data (including metadata) older than the retention boundary when purging is disabled for your account, analysis data is retained indefinitely for the lifetime of the subscription transcripts & recordings purging of ingested recordings and transcripts is always active files are permanently deleted 6 months after upload / ingestion into cqa only the copy stored in cqa is deleted the original file at the source url is not affected what you may still see after media expires if analysis data is still retained for your account, scores and analysis history can remain visible after the related recording or transcript file has been deleted playback or download of the purged media will no longer be available in cqa secure disposal data is deleted in accordance with industry standard secure deletion practices so that it cannot be recovered from cqa systems