Screen Recording Metrics Missing in Performance Dashboard

General Discussion
1

Having some issues getting my configuration to work… The conversation detail views for the EU-FR environment are failing to populate screen recording artifacts, causing a discrepancy in the agent performance metrics.

  • Verified that the recording policy is correctly assigned to the “Premium Support” queue.
  • Confirmed storage bucket permissions allow write access from the Genesys Cloud tenant.
2

This is caused by…

Cause:
The screen recording metrics failing to populate in the performance dashboard is usually due to a mismatch in the recording policy assignment or a delay in the analytics pipeline processing the media artifacts. Even if the bucket permissions are correct, the Genesys Cloud tenant needs explicit permission to read the recorded files back into the analytics engine. Additionally, high concurrent call volumes can sometimes delay the ingestion of these large binary files.

Solution:
Check if the recording policy is explicitly set to “Upload to Cloud Storage” and not just “Local Storage”. Also, verify the recording_retention_days setting in the JMeter config if you are simulating load. Try adding a small delay in your test script to allow the media server to process the upload before querying the dashboard API.

{
 "recording_policy_id": "your-policy-id",
 "storage_type": "cloud",
 "analytics_sync_interval": "5m"
}

Ensure the analytics sync interval is not too aggressive during peak load times.

3

It’s worth reviewing at the export configuration.

  1. Verify metadata includes callUUID.
  2. Check genesyscloud_screen_recording_export resource.
  3. Ensure status is COMPLETED.

Missing metadata breaks the analytics link. Add it to the POST payload if using API, or update the Terraform config.