Can anyone clarify the expected behavior when a screen recording session fails to upload due to network latency, specifically regarding how the Genesys Cloud Performance dashboard handles the resulting metric gaps?

We are currently observing a significant data integrity issue within our agent performance views. The environment is a standard multi-tenant setup in the Europe/Paris region, running the latest stable release of Genesys Cloud. Our architects have configured flows that trigger screen recordings upon specific interaction types, primarily for quality assurance purposes. However, when the recording artifact fails to sync with the backend storage service-often indicated by a generic timeout error in the local client-the corresponding interaction does not simply show as “recording unavailable.”

Instead, the dashboard appears to invalidate the entire interaction’s performance data for that specific time window. This results in agents having null values for handle time and after-call work in the aggregate reports, which severely skews our SLA calculations. The issue is not isolated to a single queue but affects approximately 15% of interactions during peak hours in our Paris office.

We have verified that the recording files are indeed missing from the analytics export, yet the interaction logs in the conversation detail view show the session completed successfully from the customer’s perspective. This disconnect between the technical failure of the recording upload and the business logic of the performance dashboard is causing considerable confusion among our team leads. They are questioning whether the agents are being penalized for system-side storage failures.

Is there a known configuration in the Admin console under Analytics settings that allows us to decouple recording upload status from core performance metrics? We need a solution that ensures agents are evaluated on their actual handling time, regardless of whether the screen capture artifact was successfully persisted. The current behavior suggests a hard dependency that seems unnecessary for basic performance tracking.

This seems like a classic data synchronization lag issue between the screen recording service and the analytics pipeline. Screen recording uploads are asynchronous and heavily dependent on client-side network conditions. When the upload fails or delays due to latency, the recording object does not immediately populate in the analytics database. The Performance dashboard relies on joined data from the Interaction API and the Media API. If the media reference is null or pending, the metric calculation skips the interaction or defaults to zero for screen-related KPIs.

The fix usually involves adjusting the data freshness window in the dashboard configuration or implementing a retry logic in the recording policy. For automated deployments, ensure the recording policy allows for delayed uploads.

resource “genesyscloud_screen_recording_policy” “main” {
name = “EU-Paris-Standard”
description = “Policy allowing delayed uploads for latency mitigation”

recording_rule {
name = “Default Rule”
enabled = true

Ensure this is set to allow retries

upload_retry_count = 5
upload_retry_delay = 30 # seconds
}

analytics {

Explicitly enable analytics collection even if media is delayed

enabled = true
}
}

Environment Requirements:

The dashboard query should also filter out interactions where screen_recording_status is PENDING or FAILED to avoid skewing agent metrics. Use the genesyscloud_analytics_dashboard resource to enforce this filter via JSON payload if the UI does not provide a direct toggle.

Check the genesyscloud_screen_recording_policy documentation for the upload_retry_count attribute. Increasing this helps absorb temporary network blips without dropping the recording entirely. If the issue persists, verify the agent client version. Older clients may not support the latest retry logic. Also, ensure the dashboard’s time range is not set to “Last Hour” if the data pipeline has a known 2-4 hour delay for media processing.

Check your WFM schedule adherence settings first, because that is often where the real disconnect hides. The suggestion above about async upload lag is technically sound for the media pipeline, but as a scheduling coordinator, I see this issue manifest differently. When agents are marked as “Available” in the WFM module but their screen recording service is stalled due to network latency, the performance dashboard shows them as active, yet the lack of media data creates those metric gaps you mentioned.

The fix usually involves ensuring the client-side upload retry logic aligns with the WFM status updates. If the upload fails, the agent shouldn’t just sit there; the system needs to flag the interaction as “media pending” rather than “complete.” This prevents the performance metrics from calculating a false positive on engagement quality.

Here is how I structure the retry payload to handle these transient 504s during high-latency windows in our Chicago offices. It forces a more aggressive backoff for screen recording metadata specifically:

{
 "retryPolicy": {
 "maxAttempts": 5,
 "backoffStrategy": "exponential",
 "initialDelayMs": 1000,
 "maxDelayMs": 30000,
 "retryOnStatus": [502, 503, 504, 429],
 "targetService": "screen_recording_upload",
 "failoverAction": "log_error_and_continue"
 }
}

By adding the failoverAction field, you ensure that even if the upload ultimately fails after retries, the interaction record remains intact in the WFM system. This keeps your schedule adherence reports accurate. The performance dashboard will still show a gap, but at least it won’t skew the agent’s overall productivity score incorrectly. You can then trigger a manual sync job later when the network stabilizes. This approach separates the media integrity issue from the workforce management data, which is crucial for accurate weekly publishing.