Is there a clean way to ensure screen recording metadata captures the specific context of a shift swap approval event? We are using Genesys Cloud 2024-2.0 and the screen recording feature is active for our contact center agents. However, when an agent performs a shift swap via the WFM self-service portal, the resulting screen recording session lacks the custom tags we expect. The recording starts, but the metadata payload sent to our storage bucket does not include the wfm_swap_id or the agent’s current schedule status. This makes it incredibly difficult to correlate the visual audit trail with the specific scheduling change in our weekly reports.
We have verified that the recording itself is functioning correctly for standard interactions, such as logging in or changing availability. The issue seems isolated to the specific API call triggered by the shift swap confirmation. Is there a specific configuration in the Screen Recording settings or the WFM integration that needs to be adjusted to pass these custom attributes? We need this data for compliance purposes, especially given our strict adherence rules in the Chicago timezone. Any insights on how to hook into this event would be greatly appreciated.