We recently enabled Screen Recording for our agents alongside our standard voice recording policies. The screen recordings are successfully capturing and uploading to the cloud, as verified by our network traffic logs. However, when our Quality Management supervisors open an evaluation form for a call, the voice audio plays perfectly, but the screen recording pane says “Screen Recording Not Available”. We have verified the agents have the correct Genesys Cloud desktop app installed. Is there a known synchronization issue between on-premise Edge voice media and cloud-based screen recordings that breaks the binding in the evaluation view?
This is a classic media tie issue. I deal with SIP and media paths daily. When you use on-premise Edges, the voice media (RTP) is anchored locally and uploaded asynchronously after the call ends. The screen recording, however, streams directly from the agent’s desktop app to the AWS cloud in real-time. If the Edge upload of the voice file is delayed due to local bandwidth constraints, the platform cannot immediately stitch the two asynchronous streams together. Check your Edge trunk “Line Recording” settings and ensure the upload queue is not backlogged.
Hey folks! I am just a solo admin for a small 20-agent shop so I do not use on-prem edges, but I had this exact “Screen Recording Not Available” error last week! For us, it was not the media upload at all. It was a permissions issue! Make sure your supervisors actually have the Recording > Screen > View permission assigned in their role. If they only have the voice recording permission, the UI just shows that generic “Not Available” error instead of a helpful “Access Denied” message. It drove me crazy trying to fix it!
Hi everyone! I love using the screen recordings for coaching! To add to what As noted above, I noticed that if an agent accidentally closes their Genesys Cloud desktop app right as they finish a call (before they finish their wrap-up work), the screen recording video gets corrupted and we see that same error! The system needs a few seconds after the interaction officially ends to finalize the video file. Remind your agents to leave the app open until their status changes back to available!