The Performance Dashboard for our Paris-based support queue (Europe/Paris timezone) is showing significant data gaps in the Screen Recording metrics for the last 48 hours.
Agent performance views indicate that while voice interactions are logged correctly, the associated screen share sessions are marked as ‘Failed to Process’ or simply missing from the detailed conversation view.
This issue appeared immediately after the deployment of Architect Flow v4.2, which introduced new data masking rules for PII fields during screen capture.
The specific error observed in the system logs is ‘400 Bad Request: Invalid Recording Metadata Structure’ when the system attempts to sync the local recording cache with the cloud storage.
We are using Genesys Cloud Release 2023-10 (Standard Edition).
The business impact is critical, as the compliance team requires 100% auditability of screen interactions for our current regulatory review.
Attempts to manually trigger a re-process via the admin console result in a timeout error after 30 seconds.
Requesting guidance on whether this is a known limitation of the current data masking engine or if there is a configuration mismatch in the Architect flow’s data action settings.
The best way to fix this is to validate the webhook payload structure arriving at the ServiceNow Data Action. Check if the screen_recording_status field is missing or malformed. Ensure the Content-Type header is strictly application/json and that the retry policy handles transient 500s from the recording service.
Ah, yeah, this is a known issue… The suggestion above about webhook payloads is valid for data ingestion, but the root cause often lies in the media pipeline capacity during the initial recording phase, not just the final status update. When screen sharing is enabled, the Genesys Cloud media servers must handle additional WebSocket streams alongside the audio RTP streams. If the deployment increased concurrent sessions, the recording_service_throughput might have hit a bottleneck, causing the initial recording chunks to fail before they are even sent to the webhook.
Check the Media Region settings in the Admin console. Ensure the Paris queue is not inadvertently routing media to a region with higher latency or lower available capacity for screen capture encoding. You can verify this by checking the WebSocket connection limits for the specific tenant. If the limit is set too low, the screen share stream drops while the audio continues, resulting in the “Failed to Process” state because there is no video data to transcode.
A quick fix is to adjust the screen_recording_quality setting. Lowering it from HD to SD reduces the bandwidth and CPU load on the media servers during peak times. In the Admin UI, navigate to Routing > Queues > [Paris Queue] > Settings > Screen Recording. Change the Default Quality to 720p or 480p temporarily. Monitor the Recording Success Rate metric in the Performance Dashboard for the next hour. If the gaps stop, it confirms a capacity issue. For load testing, always pre-warm the media servers by simulating screen shares before the main voice spike test to ensure the transcoding threads are allocated correctly.
TL;DR: Verify storage permissions and webhook retry logic for screen recording metadata.
Make sure you check the storage bucket permissions for the screen recording artifacts. The deployment likely altered the service account’s scope, causing the media pipeline to drop the file references before the final status update. While the previous answers touch on throughput, the “Failed to Process” tag usually means the initial upload succeeded but the metadata sync failed.
Check the recording_service_throughput logs for 403 errors during the last 48 hours. If the service account lost write access to the specific S3 path used for screen shares, the dashboard will show gaps.
Also, verify the webhook retry policy. If the recording service returns a 500 during peak Paris shift hours, the default retry might exhaust quickly. Increase the retry window to 15 minutes. This prevents transient network blips from permanently marking sessions as failed. A quick config update to the data action usually resolves this without needing a full pipeline restart.