Stuck on Screen Recording API Payload for WFM Shift Context

General Discussion
1

Context:
Publishing weekly schedules via the WFM API (Python SDK 2.58.0, Genesys Cloud 2024.04, US East). Need to tag screen recordings with specific shift IDs for compliance audits. The screen-recording endpoint requires a metadata object.

Question:
What is the exact schema for injecting scheduleInstanceId into the recording metadata? Attempts using standard WFM shift UUIDs return 400 Bad Request. Does the recording service require a pre-mapped key in the Architect flow, or is this purely an API payload formatting issue?

2

It depends, but typically the metadata schema expects a string array, not a nested object. In Zendesk, we just appended custom fields to the ticket context, but GC requires explicit key-value pairs in the JSON body. Check this guide for the exact payload structure: support.genesys.cloud/articles/wfm-metadata-injection

3

Have you tried structuring the metadata object as a flat key-value map rather than a nested array? The WFM API documentation for the screen-recording endpoint is notoriously strict about the JSON schema for the metadata field. It does not accept a complex object hierarchy for the scheduleInstanceId. Instead, it expects a simple string value associated with a specific key.

When integrating this with ServiceNow via Data Actions or direct REST calls, the payload must be sanitized before transmission. The 400 Bad Request error usually indicates that the API parser encountered an unexpected token type, often because the shift UUID was passed as an object or an empty array.

Here is the corrected payload structure based on the current 2024.04 API version:

{
 "recordingId": "your-recording-uuid",
 "metadata": {
 "scheduleInstanceId": "shift-uuid-from-wfm-api",
 "agentId": "agent-uuid",
 "timestamp": "2024-05-20T10:00:00Z"
 }
}

To ensure compliance audit trails are correctly linked, follow these steps:

  • Retrieve the exact scheduleInstanceId from the WFM API response (/api/v2/wfm/schedules/instances/{scheduleInstanceId}). Do not use the shift start time or agent ID as the identifier.
  • Construct the JSON body with the metadata object containing only string values.
  • Validate the JSON structure against the OpenAPI spec for the screen-recording endpoint before sending the POST request.
  • Log the response headers to confirm the 200 OK status and check for any warning headers regarding deprecated fields.

This approach aligns with the standard practice for tagging recordings in automated workflows. If the error persists, verify that the OAuth token has the screen_recording:read and wfm:schedule:read scopes.