Genesys Cloud - Main

Hello,
My customer would like to be able to see which interaction recordings have a screen recording associated with them without opening each interaction's details individually.
Ideally, they would like to add a column to an existing dashboard, but failing that, is there an API endpoint that will return a list of interactions together with flags indicating the presence, or otherwise, of a Screen Recording?
Thoughts?
TIA

@Paul - We had this same request during the screen capture for embedded client beta. It would make a world of a difference from a testing/triage/QA perspective if there was a column that could be added to the Performance > Workspace > Interactions view for "Screen Recording". A simple "Y" or "N" in that column would allow our teams to quickly confirm the Interaction has a corresponding screen recording.

Please go and vote for the suggestion here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-471

Hello,
My customer would like to be able to see which interaction recordings have a screen recording associated with them without opening each interaction's details individually.
Ideally, they would like to add a column to an existing dashboard, but failing that, is there an API endpoint that will return a list of interactions together with flags indicating the presence, or otherwise, of a Screen Recording?
Thoughts?
TIA

Thanks, Brian!

I have voted on this and I will add it to my (ever growing) list of "features" that should be low-hanging fruit for Genesys, but which they seem to take forever to take action on. (I guess cosmetic changes take priority!)

In the meantime, does anyone know if the data is available via the API? (I have cross-posted in the developer forums.)

@Paul - We had this same request during the screen capture for embedded client beta. It would make a world of a difference from a testing/triage/QA perspective if there was a column that could be added to the Performance > Workspace > Interactions view for "Screen Recording". A simple "Y" or "N" in that column would allow our teams to quickly confirm the Interaction has a corresponding screen recording.

Please go and vote for the suggestion here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-471

Hello,
My customer would like to be able to see which interaction recordings have a screen recording associated with them without opening each interaction's details individually.
Ideally, they would like to add a column to an existing dashboard, but failing that, is there an API endpoint that will return a list of interactions together with flags indicating the presence, or otherwise, of a Screen Recording?
Thoughts?
TIA

Given there isn't a field at the conversation level specific to screen recordings (there is one for recordings, but pertains to audio), I believe the closest you'll get is the GET /api/v2/conversations/{conversationId}/recordings API to get a list of a single conversation's recordings. I don't use the APIs often, but for this one I had to set the MaxWaitMs to 30000ms (30 seconds) just to be safe given we have transcription turned on and it takes a while for the recordings to load. I also set the formatId to "None" to shorten the output/response I get (otherwise it was a couple pages long).

With all this said, unfortunately that API does not yet allow you to filter the results just for "screen" (you can only filter by the audio formats). So you'd have to search within the results for the section that refers to "media": "screen", which doesn't exist for audio only recordings.

Thanks, Brian!

I have voted on this and I will add it to my (ever growing) list of "features" that should be low-hanging fruit for Genesys, but which they seem to take forever to take action on. (I guess cosmetic changes take priority!)

In the meantime, does anyone know if the data is available via the API? (I have cross-posted in the developer forums.)

@Paul - We had this same request during the screen capture for embedded client beta. It would make a world of a difference from a testing/triage/QA perspective if there was a column that could be added to the Performance > Workspace > Interactions view for "Screen Recording". A simple "Y" or "N" in that column would allow our teams to quickly confirm the Interaction has a corresponding screen recording.

Please go and vote for the suggestion here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-471

Hello,
My customer would like to be able to see which interaction recordings have a screen recording associated with them without opening each interaction's details individually.
Ideally, they would like to add a column to an existing dashboard, but failing that, is there an API endpoint that will return a list of interactions together with flags indicating the presence, or otherwise, of a Screen Recording?
Thoughts?
TIA

Thanks, Brian.

I feared that the answer would be something like this - not really practical for daily use if you want to produce a list of interactions with Screen Recordings!

The primary use-case is that all screens should be being recorded, but sometimes it is failing. The customer only discovers this when they open the interaction up, so it's difficult to get a handle on how widespread the problem is, or if the affected transactions have anything in common. They want to be able to pull up a list of Interactions and have a column that indicates the presence (or otherwise) of a screen recording.

Heh ho...

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 07-20-2023 14:19
From: Brian Jones
Subject: Screen recording indicator

Given there isn't a field at the conversation level specific to screen recordings (there is one for recordings, but pertains to audio), I believe the closest you'll get is the GET /api/v2/conversations/{conversationId}/recordings API to get a list of a single conversation's recordings. I don't use the APIs often, but for this one I had to set the MaxWaitMs to 30000ms (30 seconds) just to be safe given we have transcription turned on and it takes a while for the recordings to load. I also set the formatId to "None" to shorten the output/response I get (otherwise it was a couple pages long).

With all this said, unfortunately that API does not yet allow you to filter the results just for "screen" (you can only filter by the audio formats). So you'd have to search within the results for the section that refers to "media": "screen", which doesn't exist for audio only recordings.

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-20-2023 08:12
From: Paul Simpson
Subject: Screen recording indicator

Thanks, Brian!

I have voted on this and I will add it to my (ever growing) list of "features" that should be low-hanging fruit for Genesys, but which they seem to take forever to take action on. (I guess cosmetic changes take priority!)

In the meantime, does anyone know if the data is available via the API? (I have cross-posted in the developer forums.)

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 07-20-2023 07:29
From: Brian Jones
Subject: Screen recording indicator

@Paul - We had this same request during the screen capture for embedded client beta. It would make a world of a difference from a testing/triage/QA perspective if there was a column that could be added to the Performance > Workspace > Interactions view for "Screen Recording". A simple "Y" or "N" in that column would allow our teams to quickly confirm the Interaction has a corresponding screen recording.

Please go and vote for the suggestion here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-471

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-18-2023 17:52
From: Paul Simpson
Subject: Screen recording indicator

Hello,
My customer would like to be able to see which interaction recordings have a screen recording associated with them without opening each interaction's details individually.
Ideally, they would like to add a column to an existing dashboard, but failing that, is there an API endpoint that will return a list of interactions together with flags indicating the presence, or otherwise, of a Screen Recording?
Thoughts?
TIA

#Reporting/Analytics

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

You/I are aligned more than you would imagine, Paul. I personally have a "love/hate" relationship with screen recordings for multiple reasons, most of which are its inconsistency & time suck to triage, haha. If we're being real, a part of me would almost rather not have screen recording and rely on 100% audio recordings than spend the majority of our support team time triaging why a few screen recordings don't work.

Case and point, our organization currently has a ticket open with Support regarding intermittent screen recording results. For context, we use screen recording in the desktop client, web client, and embedded client (i.e. Salesforce). Many of our agents across the nation/lines of business are remote, and we push wired connections over wireless. In our situation, the issue [currently] only seems to play some situations:

• Screen recording isn't there at all (it was an ACD interaction, so no explanation in that respect.)
• Screen recording plays and then goes black at some point during the interaction (no, it's not an individual computer--we've played it on multiple devices with the same result.)
• Screen recording plays, but the screen is black the entire time.

While we wait on a response from Support to replicate the issue and collect more logs (for an intermittent issue, ironically), I'm searching the forum for reasons the screen recordings fail, and from the [few dated] posts I do see the reason could be due to the agent's home network (no surprise there, but a nightmare to triage), something to do with the Windows Service stopping, video drivers, etc. So although a simple column for Screen Recording Y/N would be amazing, it unfortunately doesn't help quickly idenfity the last two scenarios I mention above.

On that note, if you have proven cases of screen recordings not working, you should pose the question to the community given I find it hard to believe we're the only ones experiencing screen recording issues. Once our team has more information from Support, I'll likely share my experience in hopes it helps others.

Thanks, Brian.

I feared that the answer would be something like this - not really practical for daily use if you want to produce a list of interactions with Screen Recordings!

The primary use-case is that all screens should be being recorded, but sometimes it is failing. The customer only discovers this when they open the interaction up, so it's difficult to get a handle on how widespread the problem is, or if the affected transactions have anything in common. They want to be able to pull up a list of Interactions and have a column that indicates the presence (or otherwise) of a screen recording.

Heh ho...

Given there isn't a field at the conversation level specific to screen recordings (there is one for recordings, but pertains to audio), I believe the closest you'll get is the GET /api/v2/conversations/{conversationId}/recordings API to get a list of a single conversation's recordings. I don't use the APIs often, but for this one I had to set the MaxWaitMs to 30000ms (30 seconds) just to be safe given we have transcription turned on and it takes a while for the recordings to load. I also set the formatId to "None" to shorten the output/response I get (otherwise it was a couple pages long).

With all this said, unfortunately that API does not yet allow you to filter the results just for "screen" (you can only filter by the audio formats). So you'd have to search within the results for the section that refers to "media": "screen", which doesn't exist for audio only recordings.

Thanks, Brian!

I have voted on this and I will add it to my (ever growing) list of "features" that should be low-hanging fruit for Genesys, but which they seem to take forever to take action on. (I guess cosmetic changes take priority!)

In the meantime, does anyone know if the data is available via the API? (I have cross-posted in the developer forums.)

@Paul - We had this same request during the screen capture for embedded client beta. It would make a world of a difference from a testing/triage/QA perspective if there was a column that could be added to the Performance > Workspace > Interactions view for "Screen Recording". A simple "Y" or "N" in that column would allow our teams to quickly confirm the Interaction has a corresponding screen recording.

Please go and vote for the suggestion here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-471

Hello,
My customer would like to be able to see which interaction recordings have a screen recording associated with them without opening each interaction's details individually.
Ideally, they would like to add a column to an existing dashboard, but failing that, is there an API endpoint that will return a list of interactions together with flags indicating the presence, or otherwise, of a Screen Recording?
Thoughts?
TIA

You/I are aligned more than you would imagine, Paul. I personally have a "love/hate" relationship with screen recordings for multiple reasons, most of which are its inconsistency & time suck to triage, haha. If we're being real, a part of me would almost rather not have screen recording and rely on 100% audio recordings than spend the majority of our support team time triaging why a few screen recordings don't work.

Case and point, our organization currently has a ticket open with Support regarding intermittent screen recording results. For context, we use screen recording in the desktop client, web client, and embedded client (i.e. Salesforce). Many of our agents across the nation/lines of business are remote, and we push wired connections over wireless. In our situation, the issue [currently] plays out as follows:

• Screen recording isn't there at all (it was an ACD interaction, so no explanation in that respect.)
• Screen recording plays and then goes black at some point during the interaction (no, it's not an individual computer--we've played it on multiple devices with the same result.)
• Screen recording plays, but the screen is black the entire time.

While we wait on a response from Support to replicate the issue and collect more logs (for an intermittent issue, ironically), I'm searching the forum for reasons the screen recordings fail, and from the [few dated] posts I do see the reason could be due to the agent's home network (no surprise there, but a nightmare to triage), something to do with the Windows Service stopping, video drivers, etc. So although a simple column for Screen Recording Y/N would be amazing, it unfortunately doesn't help quickly idenfity the last two scenarios I mention above.

On that note, if you have proven cases of screen recordings not working, you should pose the question to the community given I find it hard to believe we're the only ones experiencing screen recording issues. Once our team has more information from Support, I'll likely share my experience in hopes it helps others.

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-20-2023 14:40
From: Paul Simpson
Subject: Screen recording indicator

Thanks, Brian.

I feared that the answer would be something like this - not really practical for daily use if you want to produce a list of interactions with Screen Recordings!

The primary use-case is that all screens should be being recorded, but sometimes it is failing. The customer only discovers this when they open the interaction up, so it's difficult to get a handle on how widespread the problem is, or if the affected transactions have anything in common. They want to be able to pull up a list of Interactions and have a column that indicates the presence (or otherwise) of a screen recording.

Heh ho...

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 07-20-2023 14:19
From: Brian Jones
Subject: Screen recording indicator

Given there isn't a field at the conversation level specific to screen recordings (there is one for recordings, but pertains to audio), I believe the closest you'll get is the GET /api/v2/conversations/{conversationId}/recordings API to get a list of a single conversation's recordings. I don't use the APIs often, but for this one I had to set the MaxWaitMs to 30000ms (30 seconds) just to be safe given we have transcription turned on and it takes a while for the recordings to load. I also set the formatId to "None" to shorten the output/response I get (otherwise it was a couple pages long).

With all this said, unfortunately that API does not yet allow you to filter the results just for "screen" (you can only filter by the audio formats). So you'd have to search within the results for the section that refers to "media": "screen", which doesn't exist for audio only recordings.

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-20-2023 08:12
From: Paul Simpson
Subject: Screen recording indicator

Thanks, Brian!

I have voted on this and I will add it to my (ever growing) list of "features" that should be low-hanging fruit for Genesys, but which they seem to take forever to take action on. (I guess cosmetic changes take priority!)

In the meantime, does anyone know if the data is available via the API? (I have cross-posted in the developer forums.)

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 07-20-2023 07:29
From: Brian Jones
Subject: Screen recording indicator

@Paul - We had this same request during the screen capture for embedded client beta. It would make a world of a difference from a testing/triage/QA perspective if there was a column that could be added to the Performance > Workspace > Interactions view for "Screen Recording". A simple "Y" or "N" in that column would allow our teams to quickly confirm the Interaction has a corresponding screen recording.

Please go and vote for the suggestion here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-471

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-18-2023 17:52
From: Paul Simpson
Subject: Screen recording indicator

Hello,
My customer would like to be able to see which interaction recordings have a screen recording associated with them without opening each interaction's details individually.
Ideally, they would like to add a column to an existing dashboard, but failing that, is there an API endpoint that will return a list of interactions together with flags indicating the presence, or otherwise, of a Screen Recording?
Thoughts?
TIA

#Reporting/Analytics

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Brian,

I have added an idea for this. Please review, comment and vote!

(I couldn't find an existing one - if anyone reading this knows of one, feel free to request they get merged.)

You/I are aligned more than you would imagine, Paul. I personally have a "love/hate" relationship with screen recordings for multiple reasons, most of which are its inconsistency & time suck to triage, haha. If we're being real, a part of me would almost rather not have screen recording and rely on 100% audio recordings than spend the majority of our support team time triaging why a few screen recordings don't work.

Case and point, our organization currently has a ticket open with Support regarding intermittent screen recording results. For context, we use screen recording in the desktop client, web client, and embedded client (i.e. Salesforce). Many of our agents across the nation/lines of business are remote, and we push wired connections over wireless. In our situation, the issue [currently] plays out as follows:

• Screen recording isn't there at all (it was an ACD interaction, so no explanation in that respect.)
• Screen recording plays and then goes black at some point during the interaction (no, it's not an individual computer--we've played it on multiple devices with the same result.)
• Screen recording plays, but the screen is black the entire time.

While we wait on a response from Support to replicate the issue and collect more logs (for an intermittent issue, ironically), I'm searching the forum for reasons the screen recordings fail, and from the [few dated] posts I do see the reason could be due to the agent's home network (no surprise there, but a nightmare to triage), something to do with the Windows Service stopping, video drivers, etc. So although a simple column for Screen Recording Y/N would be amazing, it unfortunately doesn't help quickly idenfity the last two scenarios I mention above.

On that note, if you have proven cases of screen recordings not working, you should pose the question to the community given I find it hard to believe we're the only ones experiencing screen recording issues. Once our team has more information from Support, I'll likely share my experience in hopes it helps others.

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-20-2023 14:40
From: Paul Simpson
Subject: Screen recording indicator

Thanks, Brian.

I feared that the answer would be something like this - not really practical for daily use if you want to produce a list of interactions with Screen Recordings!

The primary use-case is that all screens should be being recorded, but sometimes it is failing. The customer only discovers this when they open the interaction up, so it's difficult to get a handle on how widespread the problem is, or if the affected transactions have anything in common. They want to be able to pull up a list of Interactions and have a column that indicates the presence (or otherwise) of a screen recording.

Heh ho...

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 07-20-2023 14:19
From: Brian Jones
Subject: Screen recording indicator

Given there isn't a field at the conversation level specific to screen recordings (there is one for recordings, but pertains to audio), I believe the closest you'll get is the GET /api/v2/conversations/{conversationId}/recordings API to get a list of a single conversation's recordings. I don't use the APIs often, but for this one I had to set the MaxWaitMs to 30000ms (30 seconds) just to be safe given we have transcription turned on and it takes a while for the recordings to load. I also set the formatId to "None" to shorten the output/response I get (otherwise it was a couple pages long).

With all this said, unfortunately that API does not yet allow you to filter the results just for "screen" (you can only filter by the audio formats). So you'd have to search within the results for the section that refers to "media": "screen", which doesn't exist for audio only recordings.

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-20-2023 08:12
From: Paul Simpson
Subject: Screen recording indicator

Thanks, Brian!

I have voted on this and I will add it to my (ever growing) list of "features" that should be low-hanging fruit for Genesys, but which they seem to take forever to take action on. (I guess cosmetic changes take priority!)

In the meantime, does anyone know if the data is available via the API? (I have cross-posted in the developer forums.)

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 07-20-2023 07:29
From: Brian Jones
Subject: Screen recording indicator

@Paul - We had this same request during the screen capture for embedded client beta. It would make a world of a difference from a testing/triage/QA perspective if there was a column that could be added to the Performance > Workspace > Interactions view for "Screen Recording". A simple "Y" or "N" in that column would allow our teams to quickly confirm the Interaction has a corresponding screen recording.

Please go and vote for the suggestion here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-471

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-18-2023 17:52
From: Paul Simpson
Subject: Screen recording indicator

Hello,
My customer would like to be able to see which interaction recordings have a screen recording associated with them without opening each interaction's details individually.
Ideally, they would like to add a column to an existing dashboard, but failing that, is there an API endpoint that will return a list of interactions together with flags indicating the presence, or otherwise, of a Screen Recording?
Thoughts?
TIA

#Reporting/Analytics

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Morning Paul - I'm thinking they may consider your request similar to this idea (even though you're requesting to "repurpose" an existing column/filter): https://genesyscloud.ideas.aha.io/ideas/WEM-I-471

If it isn't the same, you will need to specify why it is different in your opinion.

Brian,

I have added an idea for this. Please review, comment and vote!

(I couldn't find an existing one - if anyone reading this knows of one, feel free to request they get merged.)

You/I are aligned more than you would imagine, Paul. I personally have a "love/hate" relationship with screen recordings for multiple reasons, most of which are its inconsistency & time suck to triage, haha. If we're being real, a part of me would almost rather not have screen recording and rely on 100% audio recordings than spend the majority of our support team time triaging why a few screen recordings don't work.

Case and point, our organization currently has a ticket open with Support regarding intermittent screen recording results. For context, we use screen recording in the desktop client, web client, and embedded client (i.e. Salesforce). Many of our agents across the nation/lines of business are remote, and we push wired connections over wireless. In our situation, the issue [currently] plays out as follows:

• Screen recording isn't there at all (it was an ACD interaction, so no explanation in that respect.)
• Screen recording plays and then goes black at some point during the interaction (no, it's not an individual computer--we've played it on multiple devices with the same result.)
• Screen recording plays, but the screen is black the entire time.

While we wait on a response from Support to replicate the issue and collect more logs (for an intermittent issue, ironically), I'm searching the forum for reasons the screen recordings fail, and from the [few dated] posts I do see the reason could be due to the agent's home network (no surprise there, but a nightmare to triage), something to do with the Windows Service stopping, video drivers, etc. So although a simple column for Screen Recording Y/N would be amazing, it unfortunately doesn't help quickly idenfity the last two scenarios I mention above.

On that note, if you have proven cases of screen recordings not working, you should pose the question to the community given I find it hard to believe we're the only ones experiencing screen recording issues. Once our team has more information from Support, I'll likely share my experience in hopes it helps others.

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-20-2023 14:40
From: Paul Simpson
Subject: Screen recording indicator

Thanks, Brian.

I feared that the answer would be something like this - not really practical for daily use if you want to produce a list of interactions with Screen Recordings!

The primary use-case is that all screens should be being recorded, but sometimes it is failing. The customer only discovers this when they open the interaction up, so it's difficult to get a handle on how widespread the problem is, or if the affected transactions have anything in common. They want to be able to pull up a list of Interactions and have a column that indicates the presence (or otherwise) of a screen recording.

Heh ho...

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 07-20-2023 14:19
From: Brian Jones
Subject: Screen recording indicator

Given there isn't a field at the conversation level specific to screen recordings (there is one for recordings, but pertains to audio), I believe the closest you'll get is the GET /api/v2/conversations/{conversationId}/recordings API to get a list of a single conversation's recordings. I don't use the APIs often, but for this one I had to set the MaxWaitMs to 30000ms (30 seconds) just to be safe given we have transcription turned on and it takes a while for the recordings to load. I also set the formatId to "None" to shorten the output/response I get (otherwise it was a couple pages long).

With all this said, unfortunately that API does not yet allow you to filter the results just for "screen" (you can only filter by the audio formats). So you'd have to search within the results for the section that refers to "media": "screen", which doesn't exist for audio only recordings.

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-20-2023 08:12
From: Paul Simpson
Subject: Screen recording indicator

Thanks, Brian!

I have voted on this and I will add it to my (ever growing) list of "features" that should be low-hanging fruit for Genesys, but which they seem to take forever to take action on. (I guess cosmetic changes take priority!)

In the meantime, does anyone know if the data is available via the API? (I have cross-posted in the developer forums.)

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 07-20-2023 07:29
From: Brian Jones
Subject: Screen recording indicator

@Paul - We had this same request during the screen capture for embedded client beta. It would make a world of a difference from a testing/triage/QA perspective if there was a column that could be added to the Performance > Workspace > Interactions view for "Screen Recording". A simple "Y" or "N" in that column would allow our teams to quickly confirm the Interaction has a corresponding screen recording.

Please go and vote for the suggestion here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-471

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 07-18-2023 17:52
From: Paul Simpson
Subject: Screen recording indicator

Hello,
My customer would like to be able to see which interaction recordings have a screen recording associated with them without opening each interaction's details individually.
Ideally, they would like to add a column to an existing dashboard, but failing that, is there an API endpoint that will return a list of interactions together with flags indicating the presence, or otherwise, of a Screen Recording?
Thoughts?
TIA

#Reporting/Analytics

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------