- Genesys Cloud Release: 2024.2 (US-East-1)
- WFM Module: Version 2024.2.1
- Integration: Custom Python script using Genesys Cloud Python SDK v3.4.2
- Timezone: America/Chicago
- Issue: API 500 Internal Server Error on
/v2/recording/screen
Can anyone clarify why the Screen Recording API is returning a 500 Internal Server Error when attempting to fetch recordings for agents involved in active shift swaps? We have a weekly process that audits adherence and screen activity for agents who have swapped shifts, as their schedule data changes dynamically. The script pulls the updated schedule from the WFM API, identifies agents with active swap statuses, and then queries the Screen Recording API to ensure compliance during their new shift windows.
The error occurs specifically when the agent’s schedule_status is SWAP_ACTIVE or SWAP_PENDING. The request payload is minimal, just the recording_id and agent_id, yet the response returns a generic 500 error with no detailed message in the body. Standard agents with fixed schedules return recordings without issue. We have verified that the service account has the screen_recording:view and wfm:schedule:view permissions. Token refresh is handled correctly, as other API calls succeed in the same session.
We suspect this might be a data integrity issue where the screen recording service does not recognize the temporary schedule association created by the WFM shift swap module. Is there a known limitation or delay in propagating schedule changes to the recording service? We need to resolve this before the weekly publish cycle, as it blocks our compliance reporting for shift-swapped agents. Any insights on whether this is a bug in the 2024.2 release or a configuration gap in how we are linking schedule entities to recording metadata would be greatly appreciated.