Quick question, has anyone seen this weird error? with our screen recording exports. We are preparing evidence for a legal discovery request involving digital channel interactions mixed with screen shares. When using the GET /api/v2/recordings/bulkexport endpoint, the resulting JSON payloads for screen recordings are missing the call_leg_id. Voice recordings have it, but screen captures do not. This breaks our chain of custody verification script which expects this ID to link the screen session to the primary voice leg.
The environment is EU1. We are using the Python SDK v3.5.2. The export job completes with status completed but the metadata is incomplete.
“Screen recordings are treated as separate media types and may not inherit all attributes from the parent voice leg unless explicitly linked via the recording API.”
The docs are vague on what “explicitly linked” means in the context of a bulk export job. We need that ID to satisfy the audit trail requirements. Is this a known limitation for screen recordings? Or is there a specific query parameter we are missing to force the inclusion of the parent leg ID in the screen recording metadata? We need this fixed before the client review next Tuesday.
it depends, but generally… the absence of call_leg_id in screen recording metadata is expected behavior rather than a bug. screen shares in genesys cloud are treated as distinct media streams from the voice leg, especially when initiated via digital channels like web chat or desktop sharing. the bulkexport endpoint aggregates recordings by session, but screen shares often lack a direct telephony leg association unless explicitly linked through a specific conversation event.
to fix your chain of custody script, you need to pivot the correlation strategy. instead of relying on call_leg_id, use the conversation_id which is present in both voice and screen recording metadata. here is how you can adjust your serviceNow integration logic:
- fetch the screen recording details using
GET /api/v2/recordings/{recording_id}.
- extract the
conversation_id from the response.
- query the conversation timeline using
GET /api/v2/conversations/{conversation_id}/timeline.
- filter the timeline for
screen-share events to find the specific participant_id and start_time.
this approach ensures you can link the screen capture to the correct agent and interaction, even without a telephony leg. if you are using data actions to push this to serviceNow, update the mapping to use conversation_id as the primary key for screen recordings. also, check if your legal hold policy requires specific metadata tags; you might need to enrich the payload with wrapup_code or skill_id from the conversation context to meet compliance requirements. this method has worked well for our london-based support teams handling mixed media interactions.
Make sure you check the conversation_id instead, as screen shares in Genesys Cloud map more closely to Zendesk tickets than voice legs. This aligns with how digital channel interactions are structured during migration.
The call_leg_id is strictly for telephony, so relying on it for screen captures will always fail. Use the session-level identifiers for your legal hold scripts.
If I remember correctly, this behavior stems from how the WFM module handles media stream segregation during schedule adherence checks. When publishing weekly schedules for our 500+ agent cohort, we noticed that screen-share sessions are often decoupled from the primary telephony leg in the backend metadata, especially if they originate from digital channels like web chat. The call_leg_id is indeed strictly reserved for voice-based interactions, which explains why it vanishes from the JSON payload for screen recordings.
To fix the chain of custody verification script, you should pivot to using the conversation_id or recording_id for correlation. The bulkexport endpoint aggregates these by session, but the linkage key differs by media type. Here is a quick Python snippet to demonstrate how to map screen recordings to their parent conversation without relying on the missing call_leg_id:
import requests
def map_screen_to_conversation(recording_id):
# Fetch specific recording details
url = f"https://{tenant}.mygenesys.com/api/v2/recordings/{recording_id}"
headers = {"Authorization": "Bearer YOUR_ACCESS_TOKEN"}
response = requests.get(url, headers=headers)
data = response.json()
# Screen shares link via conversation_id, not call_leg_id
conversation_id = data.get('conversation_id')
media_type = data.get('media_type')
if media_type == 'screen':
print(f"Screen recording {recording_id} linked to conversation: {conversation_id}")
return conversation_id
This approach ensures your legal hold scripts remain robust even when media streams are split. It also aligns with how we handle shift swap validations where agent context must be preserved across different interaction types.
- Conversation ID mapping for digital channels
- Bulk export metadata structure differences
- Screen share vs. voice leg segregation
- Legal hold chain of custody requirements
- WFM schedule adherence impact on recording metadata