Screen Recording Metadata Missing for Agents with Active Shift Swaps

General Discussion
1

Does anyone know why screen recording metadata fails to populate for agents who have approved shift swaps in the current week? Our team in America/Chicago publishes schedules via the WFM API every Monday morning. The schedule publishing itself completes without errors, but when we query the Screen Recording API for specific agents who swapped shifts, the response is incomplete.

The issue seems isolated to agents who have active shift trades. For agents on their standard schedule, the recording metadata returns correctly with start/end times and session IDs. However, for those who swapped, the API returns a 404 Not Found error when attempting to fetch recordings associated with their new shift times. This is critical because our quality assurance process relies on these recordings to verify adherence during non-standard shifts.

We are running Genesys Cloud version 2024-05-01. The WFM API confirms the shift swap is active and the agent’s availability is updated accordingly. Yet, the screen recording service appears to still be looking at the original schedule or failing to associate the new shift context with the recording session.

Here is the error snippet from our integration logs:

{
 "code": "notFound",
 "message": "Screen recording session not found for agent ID: 12345 at specified time range."
}

We have verified that the agents are indeed using the screen recording feature during their swapped shifts. The recordings exist in the UI, but the API cannot locate them via the standard metadata endpoints. This suggests a sync delay or a bug in how the WFM schedule updates propagate to the recording service. Has anyone encountered similar issues with shift swaps affecting screen recording API queries? We need a workaround or a fix to ensure our QA team can access these recordings without manual intervention.

2

{
“schedule_override_flag”: true,
“include_swap_metadata”: true
}

This flag forces the Screen Recording API to respect shift swap overrides during metadata generation. Without it, the system defaults to the original published schedule, ignoring the swap.

The WFM integration often drops these attributes unless explicitly requested. Adding this parameter ensures the agent context aligns with the actual active shift, resolving the missing metadata issue for swapped agents.

3

The simplest way to resolve this is… to verify the payload structure in your WFM API calls. Since I mostly test API throughput, I don’t deep dive into WFM, but ensure the JSON matches the schema exactly. Missing fields often cause silent failures in metadata generation. Check the docs for required keys.