Does anyone understand why the Screen Recording service is silently dropping recording segments when agents engage in shift swaps? We have a strict requirement to capture screen activity for quality assurance during all scheduled work hours, including those adjusted via the WFM self-service portal.
- Environment: Genesys Cloud (Chicago Cluster)
- WFM API Version: v2
- Screen Recording SDK: 1.4.2
- Architect Flow: Custom QA Capture Logic
- Agent Softphone: WebRTC Desktop Client
The workflow is straightforward. We publish schedules weekly using the WFM API. Agents can request shift trades, which are approved automatically if coverage rules are met. The issue arises when an agent works a swapped shift. The Screen Recording service initiates capture at the start of the original scheduled shift but stops abruptly when the actual worked hours deviate from the published baseline in the WFM dataset.
When we query the /v2/recording/screen endpoint, we receive a 200 OK, but the duration field is zero for the swapped interval. Checking the debug logs reveals a ScheduleMismatchException in the background service, indicating that the recording engine cannot reconcile the agent’s active status with the immutable schedule snapshot used for recording initiation.
We have verified that the agent’s status changes correctly in the WFM module and that the shift swap is fully approved and reflected in the real-time adherence view. The problem seems isolated to the Screen Recording service’s dependency on the initial published schedule rather than the dynamic, adjusted schedule.
Is there a known limitation where Screen Recording does not support dynamic schedule updates from WFM shift swaps? Or is there a specific configuration in Architect or the WFM integration settings that needs to be toggled to ensure the recording service pulls the live, adjusted schedule data? We need a reliable way to capture these sessions without manual intervention or schedule re-publishing for every swap.