Could someone clarify why the screen recording metadata is missing when exporting data for agents who have recently utilized the shift swap feature? We are running a weekly export via the bulk export API to audit compliance for our Chicago-based team. The export works fine for agents on standard schedules, but fails silently for those who swapped shifts via the self-service portal last Tuesday.
The request body includes includeScreenRecordings: true, and the permission scope wfm:schedule:adherence:view is correctly assigned to our admin role. However, the returned payload lacks the screen metadata fields for these specific users. The adherence engine seems to flag these records as having a SCHEDULE_CONFLICT similar to the publishing errors we saw last month.
{
"status": "completed",
"warnings": [
{
"code": "MISSING_RECORDING_SOURCE",
"message": "Agent schedule state mismatch prevents recording association."
}
]
}
Is this a known limitation with the WFM engine when handling dynamic schedule changes? We need to ensure legal holds capture these sessions accurately. Any insights on whether the schedule state needs to be finalized before recordings attach?