Ran into a weird issue today with the Screen Recording integration in the Performance dashboard. We recently updated our Architect flows in the EU1 region to include new screen recording triggers for compliance purposes, but the data is not populating correctly in the agent performance views. The recordings themselves are being saved to our BYOC storage correctly, as verified by direct S3 bucket inspection, but the dashboard metrics show zero activity for the affected queue groups.
The issue appears isolated to flows that utilize the new screen recording action added in the Q3 2024 release. Standard voice and chat interactions are reporting metrics as expected. We have confirmed that the screen recording feature is enabled at the organization level and that the specific agents involved have the necessary permissions to record screens. However, when viewing the “Conversation Detail” view for these interactions, the screen recording status is listed as “Failed to Load” rather than displaying the expected thumbnail or duration.
Environment details:
- Region: EU1 (Frankfurt)
- Genesys Cloud Version: Latest Release (Q3 2024)
- Integration: Bring Your Own Cloud (BYOC) with AWS S3
- Architect Flow: Updated to include Screen Recording action post-call disposition
- Dashboard View: Agent Performance > Conversation Detail
We have checked the audit logs and found no explicit error messages related to the screen recording action. The flow logs indicate that the action was executed successfully, with a status of “Completed.” This discrepancy between the flow execution status and the dashboard metric reporting is causing significant issues with our compliance reporting. We need to understand why the dashboard is not recognizing these successful recordings as valid data points for performance metrics. Has anyone encountered similar issues with screen recording metrics not aligning with flow execution logs in the EU1 region? Any insights into whether this is a known delay in data aggregation or a configuration issue within the Architect flow would be appreciated.