We are encountering a significant data integrity issue within our Genesys Cloud Performance dashboards that requires immediate clarification regarding how screen recording metadata correlates with standard queue metrics.
Our organization relies heavily on the Queue Performance view for operational governance and agent productivity analysis. Recently, we observed a persistent discrepancy where the ‘Average Handle Time’ (AHT) reported in the standard performance reports does not align with the duration of screen recordings retrieved via the Admin console for the same interaction set. Specifically, screen recordings appear to terminate approximately 30-45 seconds prior to the official disposition of the interaction, or conversely, continue recording well after the agent has clicked ‘End Call’.
This inconsistency creates a challenge for our quality assurance teams, who require accurate temporal alignment between the voice conversation and the screen activity to evaluate compliance with scripting protocols. We are operating in the Europe/Paris region, utilizing the latest release of the Genesys Cloud platform. The issue affects agents across multiple queues, suggesting this is not an isolated configuration error but potentially a systemic behavior in how the recording service triggers start/stop events relative to the Architect flow’s interaction lifecycle.
Has anyone else observed this misalignment? We are seeking to understand if there is a specific configuration within the Recording Settings or the Architect flow’s screen sharing step that dictates this behavior. Furthermore, we need to know if there is an API endpoint or a specific metric within the Conversation Detail view that provides the authoritative ‘screen session duration’ to reconcile these differences for our reporting needs. Any insight into the technical logic governing these timestamps would be appreciated.