Extend RingCX Historical Queue Data Retention and Reporting Availability

Product: RingCX (RCX)

Severity: High

Customer: Murfreesboro Medical Clinic

Background / Customer Request:
The customer required historical RingCX queue data for the period of June 9, 2025 through June 13, 2025 for reporting and analysis purposes.

A TASC Consultation Case (31904150) was completed, and TASC successfully created and delivered the customer's requested custom report layout, "sw Queue Report Simplified v1.0 7.2.2026."

However, when the customer attempted to generate the report for the requested historical period, the report returned minimal to no results. Advanced Support and Tier 3 Engineering reviewed the available backend archives and confirmed that the requested timeframe had exceeded the standard RingCX active data retention period. The historical interaction data had already been permanently purged and could not be recovered.

Customer Impact:
Customers may require access to historical RingCX queue and interaction data for periods beyond the current standard retention window for purposes such as:

Historical reporting and trend analysis
• Business and operational reviews
• Compliance and audit requirements
• Performance comparison across previous periods
• Customer-specific reporting requirements
• Investigation of historical contact-center activity

Once the data exceeds the current retention period, customers have no available mechanism to retrieve the historical RingCX interaction and queue data, even when a valid custom report has already been configured.

Requested Enhancement:
• Provide customers with an option to retain and access RingCX historical queue and interaction data beyond the current standard retention period.

Potential solutions could include:

1. Extended Data Retention – Allow customers to retain RingCX historical data for configurable periods (e.g., 12, 24, or 36 months).

2. Historical Data Archive – Automatically archive data beyond the active reporting retention period while maintaining the ability to retrieve it for reporting.

3. Customer-Configurable Retention – Provide an account-level setting that allows customers to select an extended retention period, potentially as an additional licensed or billable option.

4. Archived Reporting Access – Allow existing reports and custom report layouts to query archived historical data without requiring the data to remain in active storage.

Business Value:
• Extending or archiving historical RingCX data would provide customers with greater flexibility for long-term reporting, operational analysis, audits, and compliance requirements. It would also prevent situations where previously available historical data becomes permanently inaccessible simply because it falls outside the standard retention period.

Example Use Case:
• A customer creates a custom queue report and later needs to review queue performance for a period from the previous year. If the requested period has exceeded the standard RingCX retention window, the report currently returns little or no data because the underlying interaction records have been purged.

Providing an extended retention or archive capability would allow the customer to retrieve the historical data without requiring backend recovery after the retention period has expired.

Requested Outcome:
• Introduce an officially supported mechanism for customers to retain, archive, and retrieve RingCX historical queue and interaction data beyond the current standard retention period.