Quick question about the visibility of screen recording initiation events within the Performance dashboard. Our team has recently enabled desktop screen recording for quality assurance purposes across our eu-west-1 BYOC environment. While the recordings are successfully stored and accessible via the Admin console, the corresponding activity does not appear in the standard agent performance views or queue activity reports.
Specifically, we are observing a gap in the data where agents who initiate a screen recording during a conversation do not have this event logged in the Conversation Detail view. This makes it difficult to correlate QA review sessions with specific interaction metrics. We are using the standard Genesys Cloud desktop client, version 2023.11.0, within our Europe/Paris timezone.
Is there a specific configuration required in the Architect flows or the Performance dashboard settings to expose screen recording start/stop events? We require this data to calculate the efficiency of our QA review process. Any guidance on whether this is a limitation of the current Performance views or a configuration oversight would be appreciated.