recording_url is null in the agent performance report for last week. the flow is configured to record all inbound calls. we see the audio in the conversation detail view but the aggregate metrics in the dashboard show zero. this is causing issues with compliance reporting. environment is eu-west-2. any ideas why the dashboard is not picking up the recording status?
I normally fix this by verifying the specific configuration within the architect flow, specifically ensuring that the screen recording action is not just enabled but explicitly linked to the correct recording type. the dashboard aggregates data based on metadata tags, and if the recording_url is null in the performance report, it often means the recording was saved to the default media storage but not properly indexed for the agent performance widget. check if you are using the “Record Call” action versus a custom app-driven recording. for premium apps or custom integrations, the recording must be explicitly associated with the conversation id via the api.
if you are using the standard flow actions, ensure the “Save to Media” option is checked and that the retention policy hasn’t expired before the dashboard refresh cycle. a common oversight is having the recording enabled in the flow but the queue settings not configured to include screen recordings in the performance metrics. navigate to admin > queues > [queue name] > settings and verify that “Include Screen Recordings” is toggled on. additionally, check the api response for GET /api/v2/recording/jobs/{recordingId} to see if the status is completed. if it shows processing, the dashboard will lag.
for multi-org setups, ensure the oauth token used for any custom recording ingestion has the recordings:read scope. if you are pushing recordings from an external s3 bucket or a custom app, you must use the POST /api/v2/recording/recordings endpoint to register the recording with genesys cloud. simply uploading the file is not enough; the metadata must be registered. here is a sample payload structure:
this ensures the platform indexes the recording correctly for the performance views.
{
"conversationId": "conv-123",
"mediaType": "screen",
"url": "https://s3-eu-west-2.../recording.mp4",
"duration": 120000
}