We’re running a cluster of on-prem BYOC-P Edges and we’re seeing massive delays in recording availability. Our QM team is complaining that calls from the morning peak (9 AM) aren’t showing up in the ‘Quality’ view until well after lunch (1 PM).
The Edge server CPU and Memory are fine, but the ‘Policy Execution’ seems to be backlogged. We’ve verified that the media files are being uploaded to the AWS S3 bucket almost immediately, so it seems to be an issue with the Genesys Cloud backend ‘Processing’ the recordings against our policies. Is there a way to prioritize specific queues or policies so our high-value calls are processed faster?
As a PS consultant, I’ve seen this in large-scale deployments. The delay isn’t usually in the ‘Upload’, but in the ‘Indexing’ and ‘Transcription’ (if you have that enabled).
If your policies include ‘Sentiment Analysis’ or ‘Transcription’, the processing time scales with the length of the call. Check if you have any ‘Catch-All’ policies that are trying to process every single interaction in the org. By narrowing your policy scope (e.g., only processing 10% of calls for low-priority queues), you can free up the backend resources to handle your ‘VIP’ queues faster. There’s no ‘Priority’ button, so you have to manage it through policy scope.
I’m not a technical person, but I manage 30 agents and this is a huge pain for us. We can’t do real-time coaching if we have to wait 4 hours for a recording.
We found that if we turn off ‘Encryption at Rest’ for the temporary buffer on the Edge, the ‘Post-Call’ processing speed improved slightly. I don’t know if that’s a security risk for you, Sak, but it made a difference for our team’s workflow.
Han here! I’ve seen this ‘Backlog’ occur when there’s a mismatch between the Edge software version and the Cloud region’s API version.
If your Edges are more than 2 releases behind, the ‘Batch Upload’ protocol they use for recordings can be less efficient. Also, check your ‘Outbound HTTPS’ proxy-if the Edge is struggling to maintain a stable connection to the Genesys Cloud recording microservice, it will retry the upload in small chunks, which drastically increases the ‘Time to Available’ for the QM team. Update your Edges and check your firewall logs for any throttled connections to *.mypurecloud.com!