The Conversation Detail view indicates ‘Recording Failed’ for a subset of interactions, yet the associated screen capture files are present and accessible via the standard download interface.
We are encountering a persistent data integrity issue within our EU-West BYOC environment regarding the correlation between voice recording status and screen activity metadata. Specifically, when reviewing the Agent Performance dashboard, approximately 15% of inbound calls processed through our primary Architect flow exhibit a ‘Recording Failed’ flag in the Conversation Detail panel. This flag typically triggers a compliance alert for our quality assurance team, as it suggests a breach in our data retention protocols. However, upon manual verification, the screen recordings for these specific interactions are fully intact, downloadable, and playable without any corruption artifacts. The voice recordings are also present and synchronized correctly. The discrepancy appears to be isolated to the status indicator within the dashboard UI rather than the actual media storage or retrieval mechanisms. Our Architect flow is configured to initiate screen recording upon the ‘Start Call’ action and terminate upon ‘End Call’, with no intermediate conditional logic that would prematurely halt the capture process. The issue persists across multiple agents and workstations, ruling out local client-side caching errors. We are utilizing the latest version of the Genesys Cloud desktop client and have verified that the screen recording permissions are correctly granted at the operating system level for all affected users. The concern is not merely cosmetic; the false ‘Failed’ status is skewing our compliance reporting metrics and triggering unnecessary escalation tickets. We require clarification on whether this is a known synchronization latency issue between the media storage service and the performance dashboard database in the EU-West region. Additionally, we need to understand if there is a specific timeout threshold for the metadata update that might be exceeded during high-concurrency periods, causing the status to remain stuck in the failed state despite successful file generation. Any insights into the backend logic governing this status flag or a method to manually reconcile these records would be appreciated.
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check the time sync on that EU-West edge node. usually when the voice and screen metadata don’t match up like this, it’s because the two services are writing to different partitions based on their local clock. if the screen recorder is slightly ahead of the voice gateway, the conversation id gets split.
we’ve seen this a few times in our melbourne byoc setup. the fix isn’t complex but it’s annoying. you need to force ntp sync on the edge appliance.
# check drift
chronyc tracking
# force update if drift > 100ms
chronyc -a makestep
also, double check the recordingRegion in your organization settings. if you are routing traffic through eu-west-1 but your kms keys are locked to eu-central-1, the metadata upload might timeout silently while the raw file saves locally. this causes that “failed” flag in the ui even though the file exists.
for us, it was also an acma compliance filter issue where the screen capture service was being throttled by our local firewall rules for high-frequency uploads. make sure port 443 traffic from the screen capture service to the core api isn’t getting rate-limited.
{
"recordingConfig": {
"metadataSyncTimeout": 30000,
"retryAttempts": 3,
"region": "eu-west-1"
}
}
increase the timeout in the recording config. sometimes the core is just slow to link the blobs if the network latency is high. we bumped ours from 10s to 30s and the discrepancy dropped to near zero. just make sure your edge clock is actually synced before you blame the api.
time sync is definitely a factor, but don’t ignore the metadata tagging in the admin ui. in my setup, i’ve seen this happen when the screen recording topic rules don’t align with the voice conversation start event. if the screen capture starts 5 seconds before the voice channel opens, the system sometimes treats them as separate interactions until the merge logic kicks in.
check your topic detection rules for “Screen Activity” or similar keywords. if the confidence score is low, the metadata might not link properly. i usually bump the keyword sensitivity for screen-related tags in the analytics dashboard. also, verify that the recording settings for screen capture are set to “Always” rather than “On Hold” or “On Transfer”. sometimes the metadata just lags because the trigger condition wasn’t met cleanly.
force a re-index on those specific conversation ids if you can. it’s a pain but it usually fixes the dashboard view without touching the edge nodes.
watch out for the recording_status field in the conversation object. it’s not just about ntp sync. if your custom desktop app isn’t sending the explicit recordingStarted event to the platform, the backend keeps the status as failed or pending even if the file lands on disk.
check your client app SDK initialization. you need to hook into the media state change.
const mediaClient = platformClient.mediaClient;
mediaClient.onMediaStateChange((state) => {
if (state.isRecording) {
// ensure this fires before the voice channel fully connects
platformClient.conversationsApi.postConversationRecording(
conversationId,
{ recordingType: 'screen' }
);
}
});
if you’re using the embeddable client, make sure the screenRecording capability is actually enabled in the app manifest. missing that flag causes the metadata to decouple from the voice track. the file exists because the browser recorded it, but the platform never got the handshake. fix the manifest, restart the edge worker, and the dashboard should update within 15 mins.
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spot on with the SDK hook. but since we’re looking at the admin ui side, check the recording settings in the queue config. if “Record Screen” is enabled but the agent’s desktop client version is older than the platform requirement for that specific feature, the metadata never bridges properly.
we hit this when rolling out a new dashboard layout. the voice recording worked fine, but the screen capture status stayed “Failed” because the client didn’t push the right event payload to match the conversation id.
make sure the desktop app version matches the platform release notes for screen recording integration. also, verify that the “Screen Recording” toggle is actually checked in the specific queue settings, not just the org-wide default. sometimes the queue setting overrides the global config and if it’s unchecked there, the backend ignores the file even if it exists.
check the queue settings > recording tab. ensure the screen recording option is explicitly enabled for the queues involved. if it’s inherited from org level, try forcing it on the queue level to see if the metadata syncs up.
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