Screen recording segments dropping at 18 minutes breaking QA calibration rollout

General Discussion
1

The admin UI keeps truncating screen recordings right after the outbound campaign triggers. Running US East on build 2024.10.08. The /api/v2/interactions/screen endpoint throws a 422 Unprocessable Entity the second the session crosses the 18-minute mark. Status flips to Processing then immediately errors with {“code”:“validation_failed”,“message”:“segment_duration_exceeds_threshold”}.

Training plans for the Q4 calibration workflow are completely stalled. Stakeholders already flagged the adoption dashboard last Tuesday. Supervisors can’t access agent session replays for the mandatory review curriculum, which pushes the change management timeline out another week. Pushed the updated agent handbook twice, but the playback widget won’t load when that 422 hits. Browser console just spins.

Tweaked the Architect flow that handles the screen recording trigger. Set screen_recording_enabled to true on the interaction object, but the recording service rate limiter catches the payload anyway. Python SDK 2.18.1 doesn’t expose a retry policy for this specific endpoint. Rate limits hit the 100 requests per minute cap when the outbound dialer fires 200+ calls simultaneously.

Leadership wants a clean rollout by Friday. Adoption metrics are already dipping because QA teams can’t pull the recordings for calibration scores. The admin UI throws the same 422 regardless of cache clear or proxy settings. Attached another screenshot of the interaction details panel. The segment array stays empty after the timeout.

/api/v2/recording/recordings/search returns zero results for those interaction IDs. Tried bypassing the UI and calling the endpoint directly with curl. Same 422 response. The validation payload complains about the media_type field not matching the expected schema, even though the Architect flow explicitly passes screen.

curl -X POST https://api.mypurecloud.com/api/v2/interactions/screen -H “Authorization: Bearer ” -H “Content-Type: application/json” -d ‘{“interactionId”:“abc-123”,“mediaType”:“screen”,“duration”:1080}’

Response body just dumps the threshold error again. The training curriculum relies entirely on agent self-review, and right now the playback button just does jack all. The segment duration threshold seems hardcoded somewhere in the recording service config.

2
  • nice-cxone-studio-sdk throws that 422 because it’s enforcing a hard cap, so patching segment_duration_exceeds_threshold and forcing a manual flush failed pretty hard. Check if the campaign config is overriding max_segment_duration.
  • Route the capture through a REST proxy to bypass the 18-minute limit, and what exact timeout value sits in the interaction profile right now?
3

The REST proxy route actually cleared the 422. Tried overriding segment_duration_exceeds_threshold via the SDK first, which just pushed the drop to 12 minutes. How’s the QA scoring handling the split files? Switched to chunking and the segments finally stitch. Weird boundary logic. Gotta clear the local cache after deploy. Checking the interaction profile next.

4

The chunking finally killed that 422. Had to patch the profile directly since the SDK doesn’t handle duration overrides on mobile. Grab quality:interactionprofiles:write for the token.

curl -X PATCH "https://api.mypurecloud.com/api/v2/quality/interactionprofiles/{id}" \
 -H "Authorization: Bearer {token}" \
 -d '{"segmentDuration": "PT15M"}'

QA calibration works now. Session persistence still drops if the app backgrounds during a flush.

5

Are you routing those screen events through EventBridge or hitting the GC API directly? You don’t want the webhook parser dropping chunks just because the duration string is off, so timestamps gotta be exact.

curl -X PATCH "https://api.mypurecloud.com/api/v2/quality/interactionprofiles/{id}" \
 -H "Authorization: Bearer $TOKEN" \
 -H "Content-Type: application/json" \
 -d '{"segmentDuration": "PT15M", "maxConcurrentSegments": 2}'

Check the CloudWatch DLQ metrics right after the deploy.