Is it possible to map screen recording artifacts directly to the Agent Performance dashboard columns without using custom SQL queries?
The current view only displays call duration and queue wait times, leaving a blind spot for quality assurance teams who need to correlate screen activity with CSAT scores.
We require a native metric or a specific dashboard configuration step to surface this data for our Paris operations team.
You might want to check at the genesyscloud_dashboard resource to inject this data programmatically, as native UI mapping for screen recordings is limited without custom SQL.
resource "genesyscloud_dashboard" "qa_screen_perf" {
name = "QA Screen Performance"
description = "Correlates screen activity with CSAT"
widget {
widget_type = "line"
data_source = "interaction_analytics"
# Requires custom metric definition first
metric = "screen_recording_duration"
group_by = "agent_id"
}
}
Define the custom metric via the analytics API before referencing it in Terraform to avoid deployment errors.
The docs actually state that direct mapping of screen recording artifacts to standard agent performance widgets is not supported via the native UI configuration. The suggestion above regarding custom SQL is partially correct, but it overlooks the fact that screen recording metadata is stored in separate interaction analytics buckets that do not automatically join with CSAT scores. For legal discovery workflows, we often see this gap because the chain of custody requires distinct storage paths for audio versus screen data. The platform treats these as separate interaction types, so a simple dashboard widget cannot bridge that metadata gap without significant backend processing.
A more robust approach is to utilize the Bulk Export API to pull screen recording metadata alongside call transcripts and CSAT data into a centralized data lake. This allows for a proper join operation on the interaction_id field before visualizing the data in an external BI tool like PowerBI or Tableau. This method ensures that the metadata remains intact and audit-ready, which is crucial for compliance. The export job can be scheduled to run nightly, capturing all screen activity from the previous 24 hours. This avoids the rate limiting issues associated with real-time API calls and provides a cleaner dataset for quality assurance teams to analyze.
Here is a sample configuration for the bulk export job using the Recording API v2. Note the inclusion of screen_recording in the media types array.
{
"start_time": "2023-10-01T00:00:00.000Z",
"end_time": "2023-10-02T00:00:00.000Z",
"media_types": ["voice", "screen_recording"],
"output_format": "json",
"legal_hold": true
}
This setup exports the metadata to an S3 bucket where it can be processed. While it requires initial setup effort, it provides the granular control needed for accurate performance correlation. The Paris operations team can then access this pre-joined dataset through their preferred analytics tool, bypassing the limitations of the native Genesys Cloud dashboard entirely.