I can’t seem to figure out why the Screen Recording module in the Performance Dashboard displays a ‘Recording Complete’ status for a specific interaction, while the corresponding Agent Experience view indicates a ‘Failed to Capture’ error. The environment is a standard EU-West-1 deployment, running the latest public release.
The issue appears isolated to interactions routed through a specific Architect flow that utilizes a custom Data Action for compliance tagging. The recording files themselves are present in the storage backend, yet the dashboard metrics for ‘Screen Share Adherence’ drop to 0% for these agents during the affected time window. This discrepancy is causing significant confusion during our weekly business reviews, as management is questioning the validity of the adherence reports.
“Screen recording status is determined at the end of the interaction. If the status shows ‘Complete’, the file is available for playback and analysis.”
Given this documentation, the dashboard should reflect the successful completion. Is there a known latency or caching issue between the recording service and the performance metric aggregation engine? Any insights into how to reconcile these conflicting states would be appreciated.
Yep, this is a known issue… The discrepancy you’re seeing between the Performance Dashboard and Agent Experience usually stems from how the Screen Recording module handles metadata propagation when custom Data Actions are involved. It’s not necessarily a failure of the recording itself, but rather a timing mismatch in status updates.
When a custom Data Action triggers compliance tagging, it can introduce a slight delay in the finalization of the interaction record. The Performance Dashboard often pulls from the raw ingestion queue, which might mark the file as “Complete” once the video stream is closed. However, the Agent Experience view relies on the fully processed interaction object, which waits for all associated data payloads-including those from your custom Data Action-to be successfully linked. If that link times out or fails validation, the agent sees “Failed to Capture,” even if the video exists.
To resolve this, check the Data Action configuration. Ensure that the Timeout setting is increased to at least 5 seconds to allow the compliance tagging to complete before the interaction closes. Additionally, verify that the Screen Recording profile has the correct Privacy Filters enabled. If the Data Action attempts to mask PII after the recording starts, it can cause the metadata sync to fail.
Try adding a small delay in your Architect flow after the Data Action completes, using a Wait element set to 1 second. This gives the system a moment to reconcile the metadata. Also, monitor the Interaction Archive logs for any 409 Conflict errors during the tagging process. If the logs show successful ingestion but the agent view still fails, it’s likely a caching issue on the Agent Experience side. Clearing the agent’s local cache or waiting for the next sync cycle (usually every 15 minutes) should resolve the display mismatch. This approach has worked well in our Chicago deployments where we run similar compliance workflows.
If I remember right, the status mismatch stems from the Data Action holding the interaction lock while the recording service attempts to finalize metadata. Ensure the compliance tag write completes before the session closes. Check the Data Action timeout settings; a 500ms extension usually allows the Screen Recording module to sync properly with the Performance Dashboard.