What’s the best way to ensure the Performance Dashboard accurately captures and reports screen recording metadata when initiated via specific Architect flow actions in our EU-West BYOC environment?
The current setup involves an Architect flow that triggers a screen recording session upon agent transfer. While the local file storage confirms the recordings are generated and saved, the Performance Dashboard metrics for ‘Recorded Sessions’ remain at zero for the corresponding queue. This discrepancy complicates our compliance reporting and quality assurance workflows.
Environment details:
- Genesys Cloud EU-West BYOC
- Architect Flow Version: 14.2
- Screen Recording Feature: Enabled at Org Level
- Dashboard View: Agent Performance & Queue Activity
The expectation is that the dashboard should reflect the count of initiated recordings as a distinct metric, similar to how call recordings are tracked. However, no such data points appear in the standard or custom performance views. Is there a specific configuration step required to link the screen recording action to the analytics engine? Or does this feature require a separate integration to feed data into the dashboard?