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.