Is it possible to trigger a screen recording session when an agent’s WFM adherence drops below 90% during our weekly publish cycle in America/Chicago? We are trying to correlate specific adherence gaps with agent desktop activity.
- Agent logs in and starts a scheduled shift via the WFM self-service portal.
- Adherence monitoring detects a non-adherent interval exceeding 5 minutes.
- We attempt to invoke the /api/v2/screen-recording/sessions endpoint to capture the desktop state.
The API returns a 403 Forbidden error, citing insufficient permissions for the WFM service account. Our environment is running Genesys Cloud 2024-02 Release. The service account has full admin rights for Screen Recording but only read-only access for WFM. We need to know if cross-module API triggers are supported for this use case or if we need a custom Architect flow to bridge the WFM adherence webhook with the screen recording start command. Any insights on permission scoping for this integration would be greatly appreciated.