MaestroQA Admins can adjust the following parameters in Settings:
How long to retain ungraded tickets (between 7 and 45 days) (outlined in red)
How long to retain conversation content on graded tickets (between 14 and 365 days) (outlined in blue)
Based on these configurations, below is the full set of retention rules in MaestroQA:
For a ticket to visible in MaestroQA, it must have been updated in the last 7-45 days (based on ungraded ticket retention) AND have an available agent associated with it
Agent Association rules are defined in the integration settings for each help desk / telephony system individually
If a ticket has not been updated in the last 7-45 days (based on ungraded ticket retention) and it does not have a QA or CSAT score, it is removed from MaestroQA
If a ticket has a CSAT score associated with it, the retention window is extended to 90 days from the last update
If a ticket has a QA score associated with it, the ticket metadata and QA score are retained in MaestroQA forever
Any attachments on the ticket are removed after 180 days of the attachment being loaded into MaestroQA
Attachments include: call audio, transcriptions, images, PDFs, etc.
Any digital comments (chats, emails, social posts, etc.) are removed from the graded ticket between 14 and 365 days (based on the graded ticket retention)
NOTE: These settings can be adjusted by MaestroQA on a case by case basis. If you have a business requirement for extended retention, reach out to your MaestroQA contact.