Context: The Architect flow utilizes the standard Screen Recording action, yet the recordings are not populating in the Performance Dashboard under Agent Activity for the Europe/Paris org. The configuration matches the documented requirements for screen capture.
Question: Does anyone know if there is a known delay or specific permission requirement for screen recordings to appear in the dashboard views?
The problem here is…
Cause: Screen recording permissions are often overlooked during Zendesk-to-GC migrations, unlike Zendesk’s simpler admin toggles.
Solution: Verify the agent has the ‘Screen Recordings’ permission in their Role, not just the flow configuration.
You need to look beyond the standard role permissions and check the specific organization-level settings for the Europe/Paris instance. Screen recording data handling often requires explicit enablement in the Admin console under Admin > Organizations > Organization Settings > Screen Recording. If this toggle is disabled, the flow action will execute without error, but the media files are discarded before they reach the storage layer.
Additionally, verify that the agents are using a supported browser version. Chrome and Edge have specific security policies regarding screen sharing that can silently fail if the user hasn’t granted persistent permission for the Genesys Cloud domain. The dashboard only aggregates successfully stored recordings.
Note: Ensure your Premium App integration isn’t filtering these events if you are syncing data to an external analytics platform. The API endpoint for screen recordings is distinct from interaction transcripts.