The Conversation Detail View shows “No Screen Recording” for 40% of calls where the recording indicator was active. This discrepancy is causing significant gaps in our Quality Evaluation workflow.
Environment: Genesys Cloud Performance Dashboard, Europe/Paris region. Agent Desktop v2023.11.1. All agents have the Screen Recording permission enabled.
The issue appears isolated to specific queue groups using the latest Architect flow templates. Standard voice recordings are capturing correctly without latency issues.
How can I verify if the screen capture service is failing silently or if the metadata is not propagating to the analytics layer? Need to determine if this is a client-side configuration error or a platform data ingestion fault.