Screen Recording API returning 404 for migrated Zendesk voice interactions

General Discussion
1

So I’m seeing a very odd bug with screen recording retrieval during our Zendesk-to-Genesys Cloud migration. We are mapping legacy Zendesk voice tickets to Genesys interactions, but when the post-call survey triggers the screen recording capture, the GET /api/v2/recordings/screens/{recordingId} endpoint consistently returns a 404 Not Found error. This is happening specifically for interactions that were initially routed via the BYOC trunk we set up last month. In Zendesk, screen captures were just attachments on the ticket, so we assumed Genesys would handle them similarly as part of the interaction metadata. However, the Genesys Cloud UI shows the recording status as PROCESSING for about 10 minutes before it disappears from the list entirely, leaving only the audio recording intact. We are using the Genesys Cloud API v2 endpoints and have verified that the user context has the recording:view permission. The environment is EU-West-1, and we are on the latest stable release. Is there a specific configuration in the Architect flow or the digital channel settings that needs to be enabled for screen recordings to persist after the call ends? We noticed that voice recordings work fine, but the screen session seems to time out or fail silently. We are trying to maintain a unified view of the customer journey, including the agent’s screen activity, which was a key feature in Zendesk Talk. Any insights on why the screen recording ID is generated but never resolves to an actual file would be greatly appreciated. We have checked the logs and see no explicit error codes, just the missing resource. This is blocking our QA team from reviewing the full context of the support session.

2

The main issue here is that BYOC voice interactions do not generate screen recording assets by default.

  1. Verify the interaction type in the analytics API response.
  2. Switch to GET /api/v2/recordings/conversations/{conversationId} for voice data.
  3. Screen recordings only exist for digital channels like chat or web.
3

Make sure you verify the interaction type in the analytics API response first. BYOC voice interactions do not generate screen recording assets by default, so you will need to switch to GET /api/v2/recordings/conversations/{conversationId} for the actual voice data instead.