Why does this setting prevent the WFM dashboard from rendering the screen recording thumbnail when an agent is flagged for non-adherence?
We are running into a wall with the new screen recording integration in US1. The environment is set to capture sessions automatically when the agent state changes to ‘After Call Work’ for more than 30 seconds. The policy is configured correctly, and the recordings are being stored in the designated S3 bucket. However, when a supervisor tries to pull up the adherence exception report and click on the ‘View Recording’ link, the player just spins. No video loads.
Looking at the browser console, we are seeing CORS errors related to the media stream endpoint. The request is being made from the WFM app, but it seems like the token expiration for the media stream is happening before the video buffer can initialize. The error message in the network tab shows a 403 Forbidden on the /v2/media/recordings/{id}/stream endpoint.
We have verified that the agent has the correct permissions for screen sharing, and the supervisor has the ‘View Screen Recordings’ permission. The issue seems specific to the WFM interface trying to fetch the preview. If the supervisor navigates to the Conversations tab and finds the interaction there, the video plays fine. So the recording exists and is valid. It is just the WFM adherence view that is broken.
Is there a specific latency threshold or token refresh mechanism we are missing in the WFM configuration? We are trying to streamline the audit process so supervisors don’t have to jump between apps. Right now, this is causing a significant delay in our quality assurance workflow. The team is frustrated because they cannot quickly verify if the long ACW was justified by looking at the screen activity. Any insights on how to fix this token mismatch between the WFM app and the media service would be appreciated.