Analytics API returns empty interactions for Screen Recording segments

Just noticed that our automated reporting pipeline is missing data for screen recording interactions. We use a GitHub Actions workflow to push HCL configs for analytics report definitions, but the resulting CSV exports via genesyscloud_analytics_report_definition are empty for specific interaction types.

The environment details:

• Region: AU-East
• Genesys Cloud SDK: 1.2.4 (Python)
• Terraform Provider: v1.15.0
• OS: Ubuntu 22.04 (GitHub Runner)

The issue is isolated to screen_recording interaction types. When querying /api/v2/analytics/interactions/query directly with the same date range and filters used in the report definition, the response payload contains zero records. However, the Genesys Cloud UI shows these recordings exist and are tagged correctly.

Here is the relevant HCL snippet for the report definition:

resource "genesyscloud_analytics_report_definition" "screen_recording_report" {
 name = "Screen Recording Daily"
 description = "Daily export of screen recording interactions"
 type = "INTERACTIONS"
 
 group_by = [
 "time", "interaction_type"
 ]
 
 filters = [
 {
 id = "interaction_type"
 values = ["screen_recording"]
 }
 ]
}

The terraform plan shows no drift. The report definition ID is valid. But when we trigger the export using the CLI:

genesyscloud analytics report export --id <report_id> --start-date 2023-10-01 --end-date 2023-10-02

The output file is empty. No errors returned. Just 0 rows.

We verified that:

1. Screen recordings are being created successfully.
2. The user running the API call has analytics:report:view and interaction:screenrecording:view permissions.
3. The date range overlaps with known recording activity.

Is there a known delay in indexing screen recording metadata for analytics? Or is the interaction_type filter value incorrect for this data stream? The documentation lists screen_recording as valid, but the API seems to ignore it. Any insights on how to debug this mismatch between UI visibility and API availability?

You need to verify that the Screen Recording interaction type is explicitly included in the report definition’s interaction filter, as the Genesys Cloud Analytics API does not automatically aggregate non-voice digital interactions unless specifically configured. The empty result set typically stems from a mismatch between the interactionType parameter in the API request and the actual data schema stored in the AU-East region’s data warehouse.

Screen recordings are classified under the SCREENRECORDING interaction type, which often requires a separate data retention policy and specific metric inclusion in the report definition. If your Terraform configuration (genesyscloud_analytics_report_definition) relies on default interaction filters, it will exclude these segments by design.

Ensure your report definition JSON payload explicitly includes the following filter configuration:

"interactionTypes": [
 "SCREENRECORDING"
]

Additionally, cross-reference the Data Actions configuration if you are attempting to push this data to an external system like ServiceNow. The webhook payload for screen recordings differs significantly from voice or chat transcripts. You must ensure the metrics array in your report definition includes duration and agentId specifically for screen recording events, as generic metrics like holdTime do not apply here.

If the data remains absent, check the Genesys Cloud Admin Console under Analytics > Report Definitions to ensure the report is published and has completed its most recent data aggregation cycle. Screen recording data often has a higher processing latency compared to standard voice interactions due to the volume of metadata being ingested.

The documentation actually says screen recording interactions require explicit inclusion in the report definition’s interaction filter, so adding that parameter to your HCL config should immediately resolve the empty CSV exports.