Does anyone understand why the screen recording attachments in the Conversation Detail view do not align with the agent performance metrics in the Performance Dashboard? We are operating in the EU-West BYOC environment. The recordings upload successfully, indicated by a 200 OK status, yet the associated call duration in the dashboard shows zero seconds for those specific interactions. This discrepancy prevents accurate quality assurance scoring.
The issue appears isolated to web channel interactions. The Architect flow is configured to trigger recording upon session start. Below is the payload structure observed during the upload handshake:
{
"recordingId": "rec_8f3a2b1c",
"channel": "web",
"startTime": "2024-05-15T10:30:00Z",
"status": "completed"
}
The dashboard filters are set to show all activity within the last 24 hours. No errors are logged in the standard performance views, but the data integrity is compromised. We need to understand if this is a known limitation of the BYOC environment or a configuration error in the flow logic. The timezone is Europe/Paris.