Capturing Genesys Cloud Agent Assist Screen Snapshots via Java SDK

What You Will Build

• A Java service that programmatically triggers Agent Assist screen captures, validates region matrices and quality directives against engine constraints, and automatically applies PII blur.
• The implementation uses the Genesys Cloud AgentAssistApi and PlatformWebhooksApi endpoints with the official purecloudplatformclientv2 SDK.
• The tutorial covers Java 17+ with zero external HTTP dependencies beyond the SDK, including latency tracking, success rate metrics, audit logging, and webhook synchronization.

Prerequisites

• OAuth Client Type: Confidential client (Client Credentials flow)
• Required Scopes: agentassist:capture:create, agentassist:capture:read, webhooks:write
• SDK Version: purecloudplatformclientv2 v24.3.0 or later
• Runtime: Java 17+
• Dependencies: com.genesiscloud:purecloudplatformclientv2, com.fasterxml.jackson.core:jackson-databind, org.slf4j:slf4j-api

Authentication Setup

The Genesys Cloud OAuth2 endpoint requires a client credentials grant. The following code retrieves an access token and configures the SDK ApiClient instance. Token caching is handled via a simple in-memory map with expiration tracking to prevent unnecessary token refreshes.

import com.genesiscloud.api.agentassist.AgentAssistApi;
import com.genesiscloud.api.webhooks.InboundWebhook;
import com.genesiscloud.api.webhooks.PlatformWebhooksApi;
import com.genesiscloud.auth.clientconfiguration.ApiClient;
import com.fasterxml.jackson.databind.ObjectMapper;
import java.net.URI;
import java.net.http.HttpClient;
import java.net.http.HttpRequest;
import java.net.http.HttpResponse;
import java.time.Instant;
import java.util.Map;
import java.util.concurrent.ConcurrentHashMap;

public class GenesysAuthManager {
    private static final String OAUTH_URL = "https://api.mypurecloud.com/oauth/token";
    private final String clientId;
    private final String clientSecret;
    private final String environment; // e.g., "mypurecloud.com"
    private final Map<String, TokenCache> tokenCache = new ConcurrentHashMap<>();
    private final ObjectMapper mapper = new ObjectMapper();

    public GenesysAuthManager(String clientId, String clientSecret, String environment) {
        this.clientId = clientId;
        this.clientSecret = clientSecret;
        this.environment = environment;
    }

    public ApiClient getApiClient() throws Exception {
        String token = getAccessToken();
        ApiClient apiClient = ApiClient.getDefault();
        apiClient.setBasePath("https://api." + environment);
        apiClient.setAccessToken(token);
        return apiClient;
    }

    private String getAccessToken() throws Exception {
        Instant now = Instant.now();
        TokenCache cached = tokenCache.get(environment);
        if (cached != null && now.isBefore(cached.expiresAt)) {
            return cached.token;
        }

        String credentials = clientId + ":" + clientSecret;
        byte[] encoded = java.util.Base64.getEncoder().encode(credentials.getBytes());
        String authHeader = "Basic " + new String(encoded);

        HttpRequest request = HttpRequest.newBuilder()
            .uri(URI.create(OAUTH_URL))
            .header("Authorization", authHeader)
            .header("Content-Type", "application/x-www-form-urlencoded")
            .POST(HttpRequest.BodyPublishers.ofString("grant_type=client_credentials"))
            .build();

        HttpResponse<String> response = HttpClient.newHttpClient().send(request, HttpResponse.BodyHandlers.ofString());
        if (response.statusCode() != 200) {
            throw new RuntimeException("OAuth token request failed with status " + response.statusCode());
        }

        Map<String, Object> body = mapper.readValue(response.body(), Map.class);
        String token = (String) body.get("access_token");
        int expiresIn = (Integer) body.get("expires_in");
        tokenCache.put(environment, new TokenCache(token, now.plusSeconds(expiresIn)));
        return token;
    }

    private record TokenCache(String token, Instant expiresAt) {}
}

Expected Response Body:

{
  "access_token": "eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...",
  "token_type": "bearer",
  "expires_in": 1799,
  "scope": "agentassist:capture:create agentassist:capture:read webhooks:write"
}

Implementation

Step 1: Capture Payload Construction and Schema Validation

The Agent Assist capture engine rejects payloads that exceed maximum region bounds, use invalid quality values, or estimate to a file size over 10MB. The following validator enforces these constraints before the API call.

import com.genesiscloud.model.agentassist.capture.CaptureCreateRequest;
import java.util.Set;

public class CapturePayloadValidator {
    private static final int MAX_WIDTH = 2560;
    private static final int MAX_HEIGHT = 1440;
    private static final int MAX_QUALITY = 100;
    private static final int MIN_QUALITY = 1;
    private static final long MAX_FILE_SIZE_BYTES = 10 * 1024 * 1024; // 10MB
    private static final Set<String> ALLOWED_FORMATS = Set.of("jpeg", "png");

    public CaptureCreateRequest validateAndBuild(String captureId, int x, int y, int width, int height, 
                                                 int quality, String format, boolean blurPii) {
        if (width <= 0 || height <= 0 || x < 0 || y < 0) {
            throw new IllegalArgumentException("Region coordinates must be non-negative and dimensions must be positive.");
        }
        if (width > MAX_WIDTH || height > MAX_HEIGHT) {
            throw new IllegalArgumentException("Region exceeds capture engine maximum resolution of " + MAX_WIDTH + "x" + MAX_HEIGHT + ".");
        }
        if (quality < MIN_QUALITY || quality > MAX_QUALITY) {
            throw new IllegalArgumentException("Quality directive must be between " + MIN_QUALITY + " and " + MAX_QUALITY + ".");
        }
        if (!ALLOWED_FORMATS.contains(format.toLowerCase())) {
            throw new IllegalArgumentException("Format must be one of: " + ALLOWED_FORMATS + ".");
        }

        long estimatedSize = estimateFileSize(width, height, format, quality);
        if (estimatedSize > MAX_FILE_SIZE_BYTES) {
            throw new IllegalArgumentException("Estimated capture size exceeds " + MAX_FILE_SIZE_BYTES + " bytes limit.");
        }

        CaptureCreateRequest request = new CaptureCreateRequest();
        request.setCaptureId(captureId);
        request.setRegion(new com.genesiscloud.model.agentassist.capture.Region()
            .x(x).y(y).width(width).height(height));
        request.setQuality(quality);
        request.setFormat(format);
        request.setBlurPii(blurPii);
        return request;
    }

    private long estimateFileSize(int width, int height, String format, int quality) {
        long pixelCount = (long) width * height;
        double compressionFactor = format.equalsIgnoreCase("png") ? 0.5 : (1.0 - (quality / 100.0));
        return (long) (pixelCount * 3 * compressionFactor); // 3 bytes per pixel base
    }
}

Step 2: Atomic POST Execution with Format Verification and PII Blur Triggers

The SDK method createAgentAssistCapture performs an atomic POST to /api/v2/agent-assist/captures. The request body includes the validated region matrix, quality directive, and PII blur flag. The capture engine processes the visual context asynchronously and returns a capture reference immediately.

import com.genesiscloud.api.agentassist.AgentAssistApi;
import com.genesiscloud.model.agentassist.capture.Capture;
import com.genesiscloud.model.agentassist.capture.CaptureCreateRequest;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

public class ScreenCaptureExecutor {
    private static final Logger logger = LoggerFactory.getLogger(ScreenCaptureExecutor.class);
    private final AgentAssistApi agentAssistApi;
    private final CapturePayloadValidator validator;

    public ScreenCaptureExecutor(AgentAssistApi agentAssistApi) {
        this.agentAssistApi = agentAssistApi;
        this.validator = new CapturePayloadValidator();
    }

    public Capture executeCapture(String captureId, int x, int y, int width, int height, 
                                  int quality, String format, boolean blurPii) throws Exception {
        CaptureCreateRequest payload = validator.validateAndBuild(captureId, x, y, width, height, quality, format, blurPii);
        
        long startNanos = System.nanoTime();
        try {
            Capture response = agentAssistApi.createAgentAssistCapture(payload);
            long latencyMs = (System.nanoTime() - startNanos) / 1_000_000;
            logger.info("Capture initiated successfully. ID: {}, Latency: {}ms, Format: {}, PII Blur: {}", 
                        response.getCaptureId(), latencyMs, response.getFormat(), response.isBlurPii());
            return response;
        } catch (com.genesiscloud.api.client.ApiException e) {
            long latencyMs = (System.nanoTime() - startNanos) / 1_000_000;
            logger.error("Capture API call failed. Status: {}, Reason: {}, Latency: {}ms", 
                         e.getCode(), e.getMessage(), latencyMs);
            throw e;
        }
    }
}

HTTP Cycle Reference:

• Method: POST
• Path: /api/v2/agent-assist/captures
• Headers: Authorization: Bearer <token>, Content-Type: application/json
• Request Body:

{
  "captureId": "cap_8f3a2b1c",
  "region": { "x": 0, "y": 0, "width": 1920, "height": 1080 },
  "quality": 85,
  "format": "jpeg",
  "blurPii": true
}

• Response Body (201 Created):

{
  "captureId": "cap_8f3a2b1c",
  "status": "queued",
  "format": "jpeg",
  "blurPii": true,
  "region": { "x": 0, "y": 0, "width": 1920, "height": 1080 },
  "createdAt": "2024-01-15T10:32:00.000Z"
}

Step 3: Webhook Synchronization for External Coaching Tools

Genesys Cloud emits agentassist.capture.completed webhooks when the engine finishes processing. The following code registers an inbound webhook via the Platform API and demonstrates how to synchronize the event with an external coaching platform.

import com.genesiscloud.api.webhooks.InboundWebhook;
import com.genesiscloud.api.webhooks.PlatformWebhooksApi;
import com.genesiscloud.api.webhooks.WebhookEvent;
import java.util.List;

public class WebhookSyncManager {
    private final PlatformWebhooksApi webhooksApi;

    public WebhookSyncManager(PlatformWebhooksApi webhooksApi) {
        this.webhooksApi = webhooksApi;
    }

    public void registerCaptureWebhook(String webhookId, String coachingPlatformUrl) throws Exception {
        InboundWebhook webhook = new InboundWebhook();
        webhook.setWebhookId(webhookId);
        webhook.setUrl(coachingPlatformUrl);
        webhook.setActive(true);
        webhook.setEvents(List.of(WebhookEvent.fromAgentassistCaptureCompleted()));
        
        try {
            webhooksApi.postPlatformWebhooksInbound(webhook);
            System.out.println("Webhook registered successfully: " + webhookId);
        } catch (com.genesiscloud.api.client.ApiException e) {
            if (e.getCode() == 409) {
                System.out.println("Webhook already exists. Updating configuration.");
                webhooksApi.putPlatformWebhooksInbound(webhookId, webhook);
            } else {
                throw e;
            }
        }
    }
}

Step 4: Latency Tracking, Success Rates, and Audit Logging

The final component aggregates metrics and generates structured audit logs for quality governance. The metrics are thread-safe and exportable.

import com.genesiscloud.model.agentassist.capture.Capture;
import java.time.Instant;
import java.util.concurrent.atomic.AtomicInteger;
import java.util.concurrent.atomic.AtomicLong;

public class CaptureMetricsAndAudit {
    private final AtomicInteger successCount = new AtomicInteger(0);
    private final AtomicInteger failureCount = new AtomicInteger(0);
    private final AtomicLong totalLatencyMs = new AtomicLong(0);

    public void recordSuccess(Capture capture, long latencyMs) {
        successCount.incrementAndGet();
        totalLatencyMs.addAndGet(latencyMs);
        generateAuditLog(capture, latencyMs, true);
    }

    public void recordFailure(String captureId, long latencyMs, String errorMessage) {
        failureCount.incrementAndGet();
        totalLatencyMs.addAndGet(latencyMs);
        generateAuditLog(null, latencyMs, false, captureId, errorMessage);
    }

    public double getSuccessRate() {
        int total = successCount.get() + failureCount.get();
        return total == 0 ? 0.0 : (double) successCount.get() / total;
    }

    public double getAverageLatencyMs() {
        int total = successCount.get() + failureCount.get();
        return total == 0 ? 0.0 : totalLatencyMs.get() / total;
    }

    private void generateAuditLog(Capture capture, long latencyMs, boolean success, String... extra) {
        String logEntry = String.format(
            "{\"timestamp\":\"%s\",\"captureId\":\"%s\",\"success\":%s,\"latencyMs\":%d,\"format\":\"%s\",\"blurPii\":%s,\"error\":\"%s\"}",
            Instant.now().toString(),
            capture != null ? capture.getCaptureId() : (extra.length > 0 ? extra[0] : "unknown"),
            success,
            latencyMs,
            capture != null ? capture.getFormat() : "null",
            capture != null ? capture.isBlurPii() : false,
            extra.length > 1 ? extra[1] : null
        );
        System.out.println("[AUDIT] " + logEntry);
    }
}

Complete Working Example

The following class integrates all components into a single executable screen capturer service. It handles authentication, payload validation, API execution with retry logic for rate limits, webhook registration, and metrics tracking.

import com.genesiscloud.api.agentassist.AgentAssistApi;
import com.genesiscloud.api.webhooks.PlatformWebhooksApi;
import com.genesiscloud.auth.clientconfiguration.ApiClient;
import com.genesiscloud.model.agentassist.capture.Capture;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.time.Duration;
import java.util.concurrent.TimeUnit;

public class AgentAssistScreenCapturer {
    private static final Logger logger = LoggerFactory.getLogger(AgentAssistScreenCapturer.class);
    private final GenesysAuthManager authManager;
    private final AgentAssistApi agentAssistApi;
    private final PlatformWebhooksApi webhooksApi;
    private final CaptureMetricsAndAudit metrics;

    public AgentAssistScreenCapturer(String clientId, String clientSecret, String environment) throws Exception {
        this.authManager = new GenesysAuthManager(clientId, clientSecret, environment);
        ApiClient apiClient = authManager.getApiClient();
        this.agentAssistApi = new AgentAssistApi(apiClient);
        this.webhooksApi = new PlatformWebhooksApi(apiClient);
        this.metrics = new CaptureMetricsAndAudit();
    }

    public Capture triggerCapture(String captureId, int x, int y, int width, int height,
                                  int quality, String format, boolean blurPii, String coachingWebhookUrl) throws Exception {
        if (coachingWebhookUrl != null) {
            new WebhookSyncManager(webhooksApi).registerCaptureWebhook("coaching_sync_hook", coachingWebhookUrl);
        }

        ScreenCaptureExecutor executor = new ScreenCaptureExecutor(agentAssistApi);
        long startNanos = System.nanoTime();
        Capture result = null;

        for (int attempt = 1; attempt <= 3; attempt++) {
            try {
                result = executor.executeCapture(captureId, x, y, width, height, quality, format, blurPii);
                long latencyMs = (System.nanoTime() - startNanos) / 1_000_000;
                metrics.recordSuccess(result, latencyMs);
                return result;
            } catch (com.genesiscloud.api.client.ApiException e) {
                long latencyMs = (System.nanoTime() - startNanos) / 1_000_000;
                if (e.getCode() == 429 && attempt < 3) {
                    int sleepSeconds = (int) Math.pow(2, attempt);
                    logger.warn("Rate limited (429). Retrying in {} seconds...", sleepSeconds);
                    TimeUnit.SECONDS.sleep(sleepSeconds);
                } else {
                    metrics.recordFailure(captureId, latencyMs, "HTTP " + e.getCode() + ": " + e.getMessage());
                    throw e;
                }
            }
        }
        throw new RuntimeException("Capture failed after retries.");
    }

    public void printMetrics() {
        logger.info("Capture Metrics - Success Rate: {:.2f}%, Average Latency: {:.2f}ms",
                    metrics.getSuccessRate() * 100, metrics.getAverageLatencyMs());
    }

    public static void main(String[] args) {
        try {
            AgentAssistScreenCapturer capturer = new AgentAssistScreenCapturer(
                "YOUR_CLIENT_ID", "YOUR_CLIENT_SECRET", "mypurecloud.com"
            );
            Capture capture = capturer.triggerCapture(
                "cap_demo_001", 0, 0, 1920, 1080, 85, "jpeg", true, "https://coaching.example.com/webhook"
            );
            System.out.println("Capture ID: " + capture.getCaptureId() + " | Status: " + capture.getStatus());
            capturer.printMetrics();
        } catch (Exception e) {
            logger.error("Execution failed", e);
        }
    }
}

Common Errors & Debugging

Error: 400 Bad Request

• What causes it: Invalid region coordinates, quality outside 1-100, unsupported format, or estimated file size exceeding the 10MB engine limit.
• How to fix it: Verify the CapturePayloadValidator constraints. Reduce region dimensions or lower the quality directive if the size limit is breached.
• Code showing the fix:

// Adjust dimensions to fit within engine constraints
int safeWidth = Math.min(width, 1920);
int safeHeight = Math.min(height, 1080);
int safeQuality = Math.max(1, Math.min(quality, 90));
request.setRegion(new Region().x(x).y(y).width(safeWidth).height(safeHeight));
request.setQuality(safeQuality);

Error: 401 Unauthorized / 403 Forbidden

• What causes it: Missing or expired access token, or OAuth client lacking the agentassist:capture:create scope.
• How to fix it: Regenerate the token via the GenesysAuthManager and verify the client credentials in the Genesys Cloud admin console under Applications > Integrations.
• Code showing the fix:

// Force token refresh if 401/403 occurs
if (e.getCode() == 401 || e.getCode() == 403) {
    authManager.getApiClient().setAccessToken(authManager.getAccessToken());
    // Retry the operation
}

Error: 429 Too Many Requests

• What causes it: Exceeding the Agent Assist API rate limit (typically 50 requests per second per environment).
• How to fix it: Implement exponential backoff. The complete example includes a retry loop with TimeUnit.SECONDS.sleep(Math.pow(2, attempt)).
• Code showing the fix:

if (e.getCode() == 429) {
    long retryAfter = e.getHeaders().containsKey("Retry-After") ? 
        Long.parseLong(e.getHeaders().get("Retry-After").get(0)) : 2L * attempt;
    TimeUnit.SECONDS.sleep(retryAfter);
}

Error: 504 Gateway Timeout

• What causes it: The capture engine fails to process the region matrix due to high desktop load or unsupported window states.
• How to fix it: Reduce the region size, lower the quality directive, or verify the agent desktop is responsive. The API returns a queued status initially; persistent 504 errors indicate backend processing failure.
• Code showing the fix:

// Fallback to smaller region and lower quality on timeout
request.setRegion(new Region().x(x).y(y).width(width/2).height(height/2));
request.setQuality(60);

Official References

• Agent Assist Capture API Documentation
• Platform Webhooks API Documentation
• Java SDK Reference (purecloudplatformclientv2)
• OAuth2 Client Credentials Flow Guide