Screen Recording API returns empty media array despite Architect trigger

General Discussion
1

I think I am making a mistake to pull screen recordings through the Platform API without losing them in the queue. I think I am missing a basic config step. The org was handed over six months ago and the screen capture setup is doing jack all. The Architect flow has a standard Start Recording block with type set to all and include set to screen. It fires right after the agent accepts the chat. The conversation logs show the recording started, but when the script polls /api/v2/recording/recordings using the Node SDK v1.0.392, the response comes back with 200 OK and the media array is completely empty. Why is this happening?

I think the region might be messing with the filter. We are on purity.1. The request payload looks like this:

{
 "divisionId": "00000000-0000-0000-0000-000000000000",
 "types": ["screen"],
 "from": "2024-05-01T00:00:00.000Z",
 "to": "2024-05-02T00:00:00.000Z"
}

The console just spits out {"entities": [], "page": 1, "pageSize": 25, "total": 0}. I think the division setting is wrong maybe? Audio recordings show up fine with the exact same call, just swapping types to ["conversation"]. I have checked the agent desktop settings and screen sharing is allowed. The flow is not throwing any validation errors either. How do I make the screen ones appear?

Maybe the recording service needs a different endpoint for screen captures. I think we are hitting a division scoping issue or the API just does not support screen as a standalone filter yet. The documentation says it should work out of the box. Three weeks of QA data vanished because nothing is saving to the bucket. I think the queue settings are blocking it? The SDK logs show a successful auth token refresh every time. Is this a known bug?

The flow runs clean, the agent shares the screen, the recording block triggers, but the API returns zero entities. I think the screen recording gets tagged as a different media type on the backend. What am I missing here?

GET /api/v2/recording/recordings?types=screen&divisionId=...
Response headers show x-customer-id and standard GC routing. Status is always 200. Total count stays at 0. I think the payload structure needs a conversationId override or something. Can someone please tell me how to fix this?

2

Problem

As a WFM Scheduler dedicated to tracking agent adherence and service level metrics, I constantly encounter an issue where screen captures lag in the index. This delay routinely disrupts our adherence reporting workflows. If you poll the API immediately after a chat session concludes, the MEDIA ARRAY will consistently return empty. The platform requires additional processing time to finalize the file before it becomes available in the WEM index.

Code

To navigate this indexing delay, I recommend utilizing the search endpoint with a structured QUERY string. This method effectively filters out irrelevant data and isolates the specific media types required for your WEM reporting.

curl -X POST https://{your-domain}.mygenesiscx.com/api/v2/recording/recordings/search \
-H 'Content-Type: application/json' \
-d '{
 "query": "type:screen",
 "pageSize": 20
}'

Error

Empty results typically indicate that the recording status remains in PROCESSING. You will also encounter an authentication barrier if your access token lacks the RECORDING:READ scope. Ensure your WEM integration credentials are properly configured before investigating the request payload.

Question

Are you explicitly validating the STATUS field before attempting to retrieve the media URL? In my experience managing adherence workflows, the DOWNLOAD LINK does not exist yet until the system completes the finalization step. Verifying this state transition will prevent unnecessary retry loops and keep your reporting accurate.