Looking for advice on the following configuration issue regarding Screen Recording metrics:
The Performance dashboard indicates zero screen recordings captured for the Paris support queue during the last business day, despite agents being active and handling high-volume interactions. The queue activity view confirms standard conversation volumes, yet the associated screen recording count remains null. This discrepancy suggests a potential gap in the recording trigger configuration or a synchronization delay between the recording service and the performance metrics engine.
The environment is set to Europe/Paris, utilizing standard Genesys Cloud WebRTC capabilities. No explicit errors appear in the agent console, but the business requirement is to correlate screen data with quality scores for compliance audits. Without accurate recording counts, the adherence and quality reporting becomes unreliable.
“Screen recordings are automatically triggered based on the interaction type and the recording policy defined in the Admin portal. Ensure that the ‘Record Screen’ option is enabled for the specific application type.”
Has anyone encountered a scenario where the recording policy is active, but the Performance dashboard fails to register the recording event? The configuration appears correct in the Admin settings, yet the metrics do not reflect the actual activity. Is there a known latency period for these metrics to populate, or should we investigate the Architect flow for potential misconfigurations in the recording start/stop events?
As far as I remember, the screen recording module often fails to register metrics if the initial WebSocket handshake payload lacks specific metadata tags. In my recent JMeter tests, I saw similar zero-count issues when the client-side SDK did not explicitly send the recordingContext object. The system might be capturing the stream but dropping it from the dashboard because it cannot map the session to the correct queue context.
Check your client-side initialization code. You need to ensure the metadata field is populated correctly before the recording starts. Here is the corrected JSON structure that worked for me:
{
"sessionId": "uuid-v4",
"metadata": {
"queueId": "paris-support-id",
"recordingType": "screen",
"triggeredBy": "agent"
}
}
Without this explicit mapping, the backend treats the stream as orphaned data. Verify that your load test scripts inject this metadata during the connection phase. It usually resolves the null count issue immediately after the next recording cycle.
The docs actually state that while the WebSocket handshake is critical for stream establishment, the primary reason for missing metrics in the Performance Dashboard usually stems from how the screen recording session is linked to the conversation object in the Genesys Cloud platform. If the recordingContext is present but not explicitly tied to the active conversation ID via the /api/v2/interactions endpoint, the system records the media but fails to associate it with the queue’s performance metrics. From an AppFoundry partner perspective, we see this frequently when custom integrations initiate recordings outside the standard conversation lifecycle. The fix involves ensuring that your client-side SDK sends a recordingSettings payload that includes the conversationId and recordingType set to SCREEN. Additionally, verify that the user role has the screen-recording:agent permission enabled, as missing permissions can silently drop metadata injection. Here is a snippet of the configuration payload that typically resolves this discrepancy: { "recordingType": "SCREEN", "conversationId": "{{conversation.id}}", "metadata": { "queueId": "{{queue.id}}" } }. Injecting this into the recording initialization request ensures the platform can correctly map the screen capture to the Paris support queue’s performance data. Furthermore, check the interaction logs to confirm the recordingStatus field is populated. If the status shows INITIATED but no metric appears, it is almost certainly a metadata mapping issue rather than a capture failure. This approach aligns with the latest platform API best practices for multi-tenant environments where context switching can cause data silos.