Can anyone clarify why screen recording metadata fails to populate within the Performance dashboard for our Tier 2 support queue? The recordings are successfully stored in the media repository, yet the ‘Screen Recordings’ metric remains at zero for all agents in that specific queue during the last reporting cycle. This discrepancy impacts our quality assurance workflows, as we rely on these metrics for post-call evaluations.
The environment details are as follows:
- Genesys Cloud Platform version: Current stable release
- Queue ID: Q-29102 (Tier 2 Support)
- Recording Policy: ‘Always Record’ enabled for screen and audio
- Timezone: Europe/Paris
Steps to reproduce the issue:
- Navigate to Admin > Settings > Recording > Policies and confirm the ‘Always Record’ policy is active for the target queue.
- Verify that a recent interaction (ID: 8842-XY) has a valid screen recording file in the media manager.
- Access the Performance dashboard and filter by the specific queue and date range.
- Observe that the ‘Screen Recordings’ column displays ‘0’ despite the confirmed recording existence.
Has this been addressed in recent patches? We need to ensure data integrity for compliance reporting.