Quick question about the Screen Recording API endpoints and how they interact with the WFM module during high-volume schedule publishing. We are running into a weird issue where screen recordings for agents who have active shift swaps are not being tagged correctly with the schedule_adherence metadata. Specifically, when an agent swaps a shift with a colleague and the new schedule is published via the POST /api/v2/wfm/schedules/publish endpoint, the subsequent screen recording sessions initiated by that agent show the original shift’s metadata in the recording summary.
We are using Genesys Cloud version 2023-10-W1. The recording itself works fine, but the analytics dashboard shows a mismatch between the recorded activity and the actual worked shift. This is causing false negatives in our quality assurance reports for the Chicago team. I have checked the agent’s profile and the swap approval status in the WFM console, and everything looks correct there. The swap is approved, and the schedule has been published successfully without any 409 Conflict errors.
However, when I query the recording details using GET /api/v2/analytics/screenrecordings/details, the scheduled_shift_id field still points to the old shift ID before the swap. Is this a known latency issue with the data sync between WFM and the Recording service? Or is there a specific parameter I need to include in the recording configuration to force a refresh of the schedule context? We are seeing this happen about 15% of the time when swaps occur within 24 hours of the shift start. Any insights on how to ensure the metadata updates in real-time or near real-time would be appreciated. We need to ensure our QA team is evaluating the correct context.
Thanks for the help.