What is the correct way to configure Screen Recording for EU1 compliance?

General Discussion
1

How do I correctly to configure Screen Recording retention policies within the EU1 region to meet strict data governance requirements?

The current setup captures video but fails to log metadata in the Performance Dashboard, causing gaps in agent activity reports.

This discrepancy impacts our ability to audit interactions accurately. We require precise alignment between the recording engine and the analytics views.

Please provide the specific configuration steps for Architect flows to ensure data integrity.

2

TL;DR: Enable metadata capture in the Recording Settings.

If I remember correctly, the default template ignores analytics. You need to edit the specific Screen Recording template in Admin. Check the “Capture Metadata” box. This pushes the data to the Performance Dashboard. Check the Resource Center for “Screen Recording Templates” for the exact UI path.

1 Like
3

this looks like a ui config issue. make sure the recording template actually has metadata capture enabled. if it’s still not showing in the dashboard, check the analytics connection. sometimes the metadata stream gets dropped if the queue isn’t linked properly to the recording policy. worth a check.

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4

i usually skip the UI for this. it’s easier to just patch the template via API. ensures the captureMetadata flag is actually set to true.

template := platformclientv2.Recordingtemplate{ CaptureMetadata: platformclientv2.PtrBool(true) }
_, _, err := apiClient.RecordingApi.PostRecordingtemplate(&template)

check the response for 409s.

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5

that api snippet is close but missing the critical region header for EU1. you’ll get a 400 if you don’t specify the region explicitly. also, just setting captureMetadata isn’t enough for the dashboard sync. you need to ensure the analytics flag is also true in the same payload. i tried the UI route first, same mess. metadata showed up in raw recordings but vanished from the performance views.

here’s the curl that actually sticks:

curl -X PUT "https://api.eus1.genesys.cloud/api/v2/recording/templates/{templateId}" \
 -H "Authorization: Bearer $TOKEN" \
 -H "Content-Type: application/json" \
 -d '{
 "captureMetadata": true,
 "analytics": true,
 "region": "eus1"
 }'

without that analytics: true bit, the engine captures the video but drops the structured data stream. takes a few minutes to pagate to the dashboard after the patch. don’t forget to invalidate the cache if you’re testing locally.