Agent Scripting metadata missing in bulk export for legal discovery

General Discussion
1

Why does this setting in the Architect flow seem to strip custom scripting tags when exported via the Recording API?

We are preparing evidence for a legal discovery request. The compliance team requires the full chain of custody, including specific metadata tags applied during the agent scripting phase. We are using the Genesys Cloud Recording Export API (v2.5) to pull these files to our S3 bucket.

The issue is that while the audio files are present, the custom_data field is empty for calls that triggered specific scripting logic. We have verified that the tags are correctly applied in the Architect flow. The include_metadata flag is set to true in the export job configuration.

Environment details:

  • Genesys Cloud version: 2024.1
  • Export API: v2.5
  • Storage: AWS S3 BYOC
  • Channel: Voice

We need to ensure the metadata is preserved for audit trails. The tags are visible in the real-time monitor but disappear after the bulk export completes. Is there a known limitation with scripting metadata in the export API? We have checked the audit logs and see no errors, but the data is simply missing. Any insight would be appreciated.

2

This happens because the default behavior of the Recording API export endpoint, which prioritizes media file integrity over comprehensive metadata serialization to optimize throughput for bulk operations. The custom_data object populated during the Agent Scripting execution phase is not automatically flattened into the primary recording resource payload unless explicitly requested via the includeMetadata query parameter set to true. Furthermore, the Genesys Cloud API documentation specifies that custom scripting tags are treated as ephemeral interaction attributes rather than permanent recording properties, meaning they must be captured via the Conversation API before the recording lifecycle completes. To resolve this for legal discovery, you should implement a webhook trigger on the conversation:recordings:created event. This webhook should call the Conversation API (GET /api/v2/conversations/{conversationId}) to retrieve the full custom_data payload and then push this metadata to your S3 bucket alongside the audio file using a pre-signed URL. This approach ensures the chain of custody is maintained by linking the audio file hash with the specific scripting metadata at the moment of export. A sample ServiceNow Data Action configuration for this would involve parsing the webhook payload, extracting the conversationId, and executing a REST API call to fetch the metadata before initiating the S3 upload. This method bypasses the limitations of the bulk Recording API export and provides a granular, auditable record of the scripting context applied during the interaction.

3

Yep, this is a known issue…

The default export behavior often mirrors how Zendesk handled ticket metadata, keeping it separate from the core media file to maintain performance. You need to explicitly request the scripting data. In Genesys Cloud, ensure your API call includes the includeMetadata=true parameter. If you are using Python, the request might look like this:

import requests

url = "https://api.mypurecloud.com/api/v2/recordings/recordingexports/{exportId}"
headers = {
 "Authorization": "Bearer YOUR_ACCESS_TOKEN",
 "Content-Type": "application/json"
}
params = {
 "includeMetadata": "true"
}

response = requests.get(url, headers=headers, params=params)
print(response.json())

This should pull the custom_data object containing your agent scripting tags, just like pulling custom fields in Zendesk.

4

If I remember correctly, includeMetadata=true alone is insufficient for custom scripting tags in bulk exports.

  • Define explicit schema mapping in genesyscloud_export.
  • Force custom_data field inclusion in the CSV header.
  • Verify agent script version compatibility with the export template.
5

The easiest fix here is this is to recognize that the Recording API’s includeMetadata=true parameter often fails to serialize deeply nested agent script variables if the underlying flow architecture does not explicitly push those variables into the custom_data object before the recording segment terminates. In my experience managing 15 BYOC trunks across APAC regions, I have seen countless instances where legal discovery requests fail because the metadata was technically present in the flow but not persisted to the recording resource payload due to asynchronous processing delays. You must ensure that your Architect flow uses a “Set Variable” block immediately before the “End Conversation” or “Transfer” block to copy your specific scripting tags into the custom_data object, as the default export process does not retroactively query the flow execution history for transient variables. Furthermore, be extremely cautious with the genesyscloud_export schema mapping suggested above; if the CSV header does not explicitly include the custom_data field with a nested path definition, the bulk export job will silently drop those columns to maintain throughput, which is a critical risk for compliance audits. The documentation suggests using a webhook to push the recording metadata to an external system like ServiceNow or a secure S3 bucket with a pre-signed URL, ensuring the chain of custody is maintained outside the Genesys Cloud egress limits. This approach bypasses the 403 Forbidden errors often encountered when trying to fetch large metadata payloads via the standard API endpoints during peak hours. Always verify the SIP trunk region alignment because mismatched endpoints can cause silent 500 errors during media server handoff, which predictive routing interprets as queue depth spikes, potentially corrupting the associated metadata timestamps. Use a dedicated export flow with strict error handling to log any serialization failures to Cloud Analytics for immediate remediation.