Recording API annotations location, durationMs and actual conversation time mismatch issue

[mark514]

hello team

recently, we had a requirement of downloading record audio for objectives below

1. target conversation which multiple agents involved
   (ex. mutiple call transfers of ivr,acd included in between)
2. audio should be seperated by exact range of each agent's own call part

for achieving objectives above, our approach is below

1. get conversation details (Conversation/Analytics API)
   -> classify each agent's connected/disconnected time
2. get recording details (Recordings API)
3. check "annotations" list from recording metadata
   -> classify/gather location & duration of eliminated pauses from actual audio file
4. add silence bytes into downloaded audio file at positions according to "annotations"
   -> for the purpose of extracting range of audio for conversation event's connected/disconnected time

proceeding above approach, we had some issues

1. recording/event duration (endtime - starttime) versus
   downloaded audio file duration + annotations cumulated pause duration
   differs 10 seconds
2. unable to find out which annotation's duration causes difference above
3. as a result, extracted audio range by each agent's connected/disconnected time
   mismatches the actual audio position
   (lastest part has 10 seconds cut off at the end)

are there any suggestions or other approaches to achive objectives above ?

   "startTime": "2024-08-12T00:05:43.999Z",
    "endTime": "2024-08-12T00:22:51.905Z",
    "media": "audio",
    "annotations": [
        {
            "id": "********-7f3b-4309-8f78-************",
            "type": "Pause",
            "location": 400,
            "durationMs": 690,
            "absoluteLocation": 0,
            "absoluteDurationMs": 690,
            "recordingLocation": 400,   
            "recordingDurationMs": 0,
            "description": "Flow Or Queue",
            "reason": "FlowOrQueue",
            "realtimeLocation": 0
        },
        {
            "id": "********-7f3b-4309-8f78-************",
            "type": "Pause",
            "location": 58500,
            "durationMs": 126136,
            "absoluteLocation": 58100,
            "absoluteDurationMs": 126136,
            "recordingLocation": 58500,
            "recordingDurationMs": 0,
            "description": "Flow Or Queue",
            "reason": "FlowOrQueue",
            "realtimeLocation": 57284
        },
        {
            "id": "********-7f3b-4309-8f78-************",
            "type": "Pause",
            "location": 75060, 
            "durationMs": 126473,
            "absoluteLocation": 74660,
            "absoluteDurationMs": 126473,
            "recordingLocation": 75060,
            "recordingDurationMs": 0,
            "description": "Flow Or Queue",
            "reason": "FlowOrQueue",
            "realtimeLocation": 198517
        },
        {
            "id": "********-7f3b-4309-8f78-************",
            "type": "Pause",
            "location": 91380,
            "durationMs": 115812,
            "absoluteLocation": 90980,
            "absoluteDurationMs": 115812,
            "recordingLocation": 91380,
            "recordingDurationMs": 0,
            "description": "Flow Or Queue",
            "reason": "FlowOrQueue",
            "realtimeLocation": 339850
        },
        {
            "id": "********-7f3b-4309-8f78-************",
            "type": "Pause",
            "location": 213000,
            "durationMs": 9800,
            "absoluteLocation": 212600,
            "absoluteDurationMs": 9800,
            "recordingLocation": 213000,
            "recordingDurationMs": 0,
            "description": "Flow Or Queue",
            "reason": "FlowOrQueue",
            "realtimeLocation": 575808
        },
        {
            "id": "********-7f3b-4309-8f78-************",
            "type": "Pause",
            "location": 354940,
            "durationMs": 107735,
            "absoluteLocation": 354540,
            "absoluteDurationMs": 107735,
            "recordingLocation": 354940,
            "recordingDurationMs": 0,
            "description": "Flow Or Queue",
            "reason": "FlowOrQueue",
            "realtimeLocation": 726104
        }
    ]

[tim.smith]

Please open a case with Genesys Cloud Care to investigate the discrepancies in data returned by the API. We do not have access to your org's data via the forum to be able to look into this.