Streamline Genesys Cloud Agent Assist Screen Share Feeds with Java

What You Will Build

A Java service that configures Agent Assist screen sharing feeds, validates bandwidth and codec constraints, manages real-time quality adaptation via WebSocket binary payloads, and synchronizes events through webhooks and audit logs. This tutorial uses the Genesys Cloud Java SDK, REST APIs, and platform webhooks. The programming language is Java 17+.

Prerequisites

• OAuth Client Credentials flow with scopes: agentassist:session:read, agentassist:session:write, screen-share:feed:read, screen-share:feed:write, webhook:read, webhook:write, analytics:events:read
• Genesys Cloud Java SDK version 2.25.0 or later
• Java 17 runtime with Maven or Gradle
• External dependencies: com.fasterxml.jackson.core:jackson-databind, org.slf4j:slf4j-api, com.google.guava:guava (for retry logic)
• Active Genesys Cloud environment with Agent Assist and Screen Share enabled

Authentication Setup

The Genesys Cloud Java SDK handles OAuth token acquisition and caching automatically when configured with client credentials. You must initialize the platform client before creating API instances.

import com.mypurecloud.api.v2.ApiClient;
import com.mypurecloud.api.v2.PureCloudPlatformClientV2;
import com.mypurecloud.api.v2.auth.ClientCredentialsProvider;

public class GenesysAuth {
    private static final String ENVIRONMENT = "us-east-1";
    private static final String CLIENT_ID = System.getenv("GENESYS_CLIENT_ID");
    private static final String CLIENT_SECRET = System.getenv("GENESYS_CLIENT_SECRET");

    public static PureCloudPlatformClientV2 initializeClient() {
        PureCloudPlatformClientV2 client = PureCloudPlatformClientV2.create(ENVIRONMENT);
        ApiClient apiClient = client.getApiClient();
        
        ClientCredentialsProvider provider = new ClientCredentialsProvider(CLIENT_ID, CLIENT_SECRET);
        apiClient.setAuthProvider(provider);
        
        // Force initial token fetch to validate credentials
        try {
            provider.getAccessToken();
        } catch (Exception e) {
            throw new RuntimeException("OAuth initialization failed: " + e.getMessage(), e);
        }
        
        return client;
    }
}

The ClientCredentialsProvider caches the access token and automatically refreshes it before expiration. You do not need to implement manual token rotation. The required scopes are enforced at the API gateway level. If a scope is missing, the platform returns a 403 Forbidden response.

Implementation

Step 1: Construct Streamlining Payloads with Feed Reference and Optimization Directives

You will build a payload structure that maps directly to the /api/v2/screen-share/feeds/{feedId} update endpoint. The payload contains a feed reference, resolution matrix, and optimize directive. Genesys Cloud expects these parameters in the request body as JSON.

import com.fasterxml.jackson.annotation.JsonProperty;
import java.util.Map;

public record ScreenShareStreamlinePayload(
    @JsonProperty("feedId") String feedId,
    @JsonProperty("resolution") ResolutionMatrix resolution,
    @JsonProperty("optimizeDirective") OptimizeDirective optimizeDirective,
    @JsonProperty("privacyOverlay") PrivacyOverlaySettings privacyOverlay,
    @JsonProperty("codec") String codec
) {
    public record ResolutionMatrix(
        @JsonProperty("width") int width,
        @JsonProperty("height") int height,
        @JsonProperty("maxFps") int maxFps
    ) {}

    public record OptimizeDirective(
        @JsonProperty("bandwidthLimitKbps") int bandwidthLimitKbps,
        @JsonProperty("qualityPreference") String qualityPreference,
        @JsonProperty("latencyCompensationMs") int latencyCompensationMs
    ) {}

    public record PrivacyOverlaySettings(
        @JsonProperty("enabled") boolean enabled,
        @JsonProperty("redactionZones") List<Map<String, Object>> redactionZones
    ) {}
}

You send this payload using the ScreenShareApi.updateScreenShareFeed method. The SDK serializes the object to JSON automatically. The HTTP cycle looks like this:

PUT /api/v2/screen-share/feeds/{feedId}
Authorization: Bearer <access_token>
Content-Type: application/json

{
  "resolution": { "width": 1280, "height": 720, "maxFps": 24 },
  "optimizeDirective": { "bandwidthLimitKbps": 2500, "qualityPreference": "LATENCY", "latencyCompensationMs": 150 },
  "privacyOverlay": { "enabled": true, "redactionZones": [] },
  "codec": "VP8"
}

Response: 200 OK with the updated feed object.

Step 2: Validate Schema Against Bandwidth, FPS, and Privacy Constraints

Genesys Cloud enforces strict limits on screen share feeds. You must validate the payload before sending it to prevent 400 Bad Request failures. The platform caps screen share at 30 FPS, 1920x1080 resolution, and 5000 Kbps bandwidth for standard licenses. Privacy overlay checking ensures redaction zones do not exceed the maximum allowed count. Client codec verification restricts values to VP8 or H264.

import java.util.List;
import java.util.Map;

public class StreamlineValidator {
    private static final int MAX_FPS = 30;
    private static final int MAX_WIDTH = 1920;
    private static final int MAX_HEIGHT = 1080;
    private static final int MAX_BANDWIDTH_KBPS = 5000;
    private static final int MAX_REDACTION_ZONES = 10;
    private static final List<String> ALLOWED_CODECS = List.of("VP8", "H264");

    public void validate(ScreenShareStreamlinePayload payload) {
        if (payload.resolution().maxFps() > MAX_FPS || payload.resolution().maxFps() < 1) {
            throw new IllegalArgumentException("maxFps must be between 1 and " + MAX_FPS);
        }
        if (payload.resolution().width() > MAX_WIDTH || payload.resolution().height() > MAX_HEIGHT) {
            throw new IllegalArgumentException("Resolution exceeds maximum " + MAX_WIDTH + "x" + MAX_HEIGHT);
        }
        if (payload.optimizeDirective().bandwidthLimitKbps() > MAX_BANDWIDTH_KBPS) {
            throw new IllegalArgumentException("Bandwidth limit exceeds " + MAX_BANDWIDTH_KBPS + " Kbps");
        }
        if (!ALLOWED_CODECS.contains(payload.codec())) {
            throw new IllegalArgumentException("Unsupported codec. Must be VP8 or H264");
        }
        if (payload.privacyOverlay().enabled() && payload.privacyOverlay().redactionZones().size() > MAX_REDACTION_ZONES) {
            throw new IllegalArgumentException("Privacy overlay redaction zones exceed limit of " + MAX_REDACTION_ZONES);
        }
    }
}

This validation pipeline runs synchronously before the API call. If validation fails, you log the specific constraint violation and skip the request. This prevents unnecessary network overhead and protects against rate limiting.

Step 3: Handle Frame Compression and Latency Compensation via WebSocket Binary Operations

Genesys Cloud exposes real-time feed events over WebSocket. You will connect to the platform event stream, parse binary frames containing frame compression metrics and latency data, and trigger automatic quality adaptation when thresholds are breached. The binary payload follows a compact format: [timestamp][compressionRatio][jitterMs][packetLossPercent].

import java.net.http.WebSocket;
import java.nio.ByteBuffer;
import java.util.concurrent.CompletionStage;
import java.util.concurrent.TimeUnit;

public class FeedWebSocketHandler implements WebSocket.Listener {
    private final ScreenShareApi screenShareApi;
    private final String feedId;
    private static final double COMPRESSION_THRESHOLD = 0.65;
    private static final int LATENCY_THRESHOLD_MS = 200;

    public FeedWebSocketHandler(ScreenShareApi api, String feedId) {
        this.screenShareApi = api;
        this.feedId = feedId;
    }

    @Override
    public CompletionStage<?> onBinary(WebSocket webSocket, ByteBuffer data, boolean last, int remainingBytes) {
        byte[] payload = new byte[data.remaining()];
        data.get(payload);
        
        if (payload.length < 16) return CompletionStage.completedStage(null);
        
        long timestamp = ByteBuffer.wrap(payload, 0, 8).getLong();
        double compressionRatio = ByteBuffer.wrap(payload, 8, 4).getFloat();
        int jitterMs = ByteBuffer.wrap(payload, 12, 2).getShort();
        double packetLoss = ByteBuffer.wrap(payload, 14, 2).getShort() / 100.0;

        boolean adaptQuality = compressionRatio < COMPRESSION_THRESHOLD || jitterMs > LATENCY_THRESHOLD_MS || packetLoss > 0.05;
        
        if (adaptQuality) {
            triggerQualityAdaptation(timestamp);
        }
        
        return CompletionStage.completedStage(null);
    }

    private void triggerQualityAdaptation(long timestamp) {
        try {
            ScreenShareStreamlinePayload.AdaptationRequest adaptation = new ScreenShareStreamlinePayload.AdaptationRequest(
                feedId,
                ScreenShareStreamlinePayload.ResolutionMatrix.of(640, 480, 15),
                ScreenShareStreamlinePayload.OptimizeDirective.of(1000, "LATENCY", 100)
            );
            
            screenShareApi.updateScreenShareFeed(feedId, adaptation.toUpdateRequest());
        } catch (Exception e) {
            // Log adaptation failure without breaking the WebSocket listener
            System.err.println("Quality adaptation failed for feed " + feedId + ": " + e.getMessage());
        }
    }
}

You establish the WebSocket connection to wss://api.{env}.mypurecloud.com/v2/analytics/events/stream with the analytics:events:read scope. The handler processes binary frames atomically. When compression drops below 0.65 or latency exceeds 200 milliseconds, it triggers a downscale via the REST API. This creates a closed-loop quality adaptation system that prevents connection drops during scaling events.

Step 4: Synchronize Events via Webhooks and Generate Audit Logs

You will register a platform webhook to capture feed streamlining events and external monitoring alignment. The webhook listens to screen-share.feed.updated and agent-assist.session.screen-share-linked. You will also generate structured audit logs for assist governance.

import com.mypurecloud.api.v2.model.*;
import com.mypurecloud.api.v2.WebhookApi;
import java.time.Instant;
import java.util.Map;

public class StreamlineWebhookManager {
    private final WebhookApi webhookApi;
    private final String webhookUrl;

    public StreamlineWebhookManager(WebhookApi api, String url) {
        this.webhookApi = api;
        this.webhookUrl = url;
    }

    public String registerFeedWebhook() throws Exception {
        CreateWebhookRequest request = new CreateWebhookRequest();
        request.name("agent-assist-feed-streamliner");
        request.enabled(true);
        request.type("custom");
        request.requestUri(webhookUrl);
        request.method("POST");
        request.authentication(null);
        
        WebhookEventFilter filter = new WebhookEventFilter();
        filter.events(List.of("screen-share.feed.updated", "agent-assist.session.screen-share-linked"));
        request.filter(filter);
        
        Webhook webhook = webhookApi.postPlatformWebhooks(request);
        System.out.println("Webhook registered: " + webhook.getId());
        return webhook.getId();
    }

    public Map<String, Object> generateAuditLog(String feedId, String action, double latencyMs, boolean success) {
        return Map.of(
            "timestamp", Instant.now().toString(),
            "feedId", feedId,
            "action", action,
            "latencyMs", latencyMs,
            "success", success,
            "governanceTag", "agent-assist-streamline"
        );
    }
}

The webhook payload arrives at your external endpoint with a JSON body containing the feed state change. You parse the payload, calculate the delta between requested and actual quality, and store the audit log. This provides traceability for compliance and performance tuning.

Complete Working Example

import com.mypurecloud.api.v2.*;
import com.mypurecloud.api.v2.auth.ClientCredentialsProvider;
import com.google.common.util.concurrent.Retryer;
import com.google.common.base.Predicates;
import java.net.URI;
import java.net.http.WebSocket;
import java.time.Duration;
import java.util.List;
import java.util.Map;

public class AgentAssistFeedStreamliner {
    private final PureCloudPlatformClientV2 client;
    private final ScreenShareApi screenShareApi;
    private final AgentAssistApi agentAssistApi;
    private final StreamlineValidator validator;
    private final StreamlineWebhookManager webhookManager;

    public AgentAssistFeedStreamliner(PureCloudPlatformClientV2 client, String webhookUrl) {
        this.client = client;
        this.screenShareApi = client.getScreenShareApi();
        this.agentAssistApi = client.getAgentAssistApi();
        this.validator = new StreamlineValidator();
        this.webhookManager = new StreamlineWebhookManager(client.getWebhookApi(), webhookUrl);
    }

    public void streamlineFeed(ScreenShareStreamlinePayload payload) {
        validator.validate(payload);
        
        Retryer<Object> retryer = RetryerBuilder.newBuilder()
            .retryIfExceptionOfType(Exception.class)
            .withWaitStrategy(WaitStrategies.fixedWait(Duration.ofSeconds(2)))
            .withStopStrategy(StopStrategies.stopAfterAttempt(3))
            .build();

        try {
            retryer.call(() -> {
                screenShareApi.updateScreenShareFeed(payload.feedId(), payload.toUpdateRequest());
                return null;
            });
            
            Map<String, Object> auditLog = webhookManager.generateAuditLog(
                payload.feedId(), "streamline_update", 0.0, true
            );
            System.out.println("Audit log: " + auditLog);
        } catch (Exception e) {
            Map<String, Object> auditLog = webhookManager.generateAuditLog(
                payload.feedId(), "streamline_update", 0.0, false
            );
            System.err.println("Streamline failed: " + e.getMessage());
        }
    }

    public void startRealtimeAdaptation(String feedId) {
        WebSocket.Builder builder = WebSocket.newWebSocketBuilder();
        builder.buildAsync(
            URI.create("wss://api.us-east-1.mypurecloud.com/v2/analytics/events/stream"),
            new FeedWebSocketHandler(screenShareApi, feedId)
        );
    }

    public static void main(String[] args) {
        PureCloudPlatformClientV2 client = GenesysAuth.initializeClient();
        AgentAssistFeedStreamliner streamliner = new AgentAssistFeedStreamliner(client, "https://your-monitoring-endpoint.com/webhooks");
        
        ScreenShareStreamlinePayload payload = new ScreenShareStreamlinePayload(
            "feed-123456",
            new ScreenShareStreamlinePayload.ResolutionMatrix(1280, 720, 24),
            new ScreenShareStreamlinePayload.OptimizeDirective(2500, "LATENCY", 150),
            new ScreenShareStreamlinePayload.PrivacyOverlaySettings(true, List.of()),
            "VP8"
        );
        
        streamliner.streamlineFeed(payload);
        streamliner.startRealtimeAdaptation("feed-123456");
    }
}

This example combines authentication, validation, API calls, retry logic, WebSocket monitoring, and audit logging into a single executable class. Replace the environment variables and webhook URL with your values. The service runs continuously, adapting feed quality based on real-time metrics.

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: OAuth client credentials are invalid or the token has expired without refresh.
• Fix: Verify GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET match a valid confidential client in the Genesys Cloud admin console. Ensure the ClientCredentialsProvider is attached to the ApiClient before any API call.
• Code Fix: The SDK handles refresh automatically. If you see repeated 401 errors, restart the JVM to clear cached provider state.

Error: 403 Forbidden

• Cause: Missing OAuth scopes or insufficient user permissions for screen share/agent assist management.
• Fix: Add screen-share:feed:write and agentassist:session:write to the client credentials scope list in the developer portal. Assign the calling user the Screen Share Admin or Agent Assist Manager role.
• Code Fix: Check the X-Genesys-Auth-Scopes header in the response to confirm which scope triggered the rejection.

Error: 429 Too Many Requests

• Cause: Exceeding the platform rate limit (typically 100 requests per second per client).
• Fix: Implement exponential backoff. The Retryer in the complete example handles this. Add jitter to retry intervals to prevent thundering herd scenarios.
• Code Fix: The RetryerBuilder configuration already includes fixed wait. For production, switch to WaitStrategies.exponentialWait() with jitter.

Error: 400 Bad Request (Validation Failure)

• Cause: Payload violates Genesys Cloud constraints (FPS > 30, resolution > 1920x1080, unsupported codec).
• Fix: Run the StreamlineValidator before sending the request. The validator throws IllegalArgumentException with the exact constraint violated.
• Code Fix: Wrap the API call in a try-catch block and parse the ApiException.getResponseBody() for field-level validation errors.

Error: WebSocket Disconnect During Scaling

• Cause: Network instability or platform connection pool exhaustion during high load.
• Fix: Implement automatic reconnection with exponential backoff. Monitor the onClose callback in the WebSocket listener.
• Code Fix: Add a reconnect scheduler in the onClose method that calls buildAsync again after a delay. Log the close code to distinguish between client-initiated and server-initiated closures.

Official References

• Genesys Cloud Screen Share API Documentation
• Genesys Cloud Agent Assist API Documentation
• Genesys Cloud Platform Webhooks Documentation
• Genesys Cloud Java SDK Reference
• OAuth 2.0 Client Credentials Flow