Screen Recording API 500s during Peak Shift Swaps

Quick question about the Screen Recording API returning HTTP 500 errors specifically when agents are actively engaged in shift swaps. Our custom WFM integration tries to fetch recording URLs for compliance audits during these transitions, but the endpoint consistently fails with a server error.

We are using the latest SDK version in our Chicago-based environment. The issue only surfaces during peak swap hours, suggesting a concurrency or state-lock problem. Has anyone seen this behavior when querying recordings for agents with pending schedule changes?

Yep, this is a known issue… The Screen Recording API struggles when shift swap transactions lock agent resources. This creates a temporary state conflict that triggers the 500 error during peak concurrency windows.

Implement exponential backoff in your integration logic. Retry the request after a short delay to allow the WFM service to release the lock. This prevents the server from crashing under concurrent audit requests.