Could someone explain why custom scripting variables are not appearing in the bulk export manifest JSON when exporting recordings for legal discovery requests?
We are running a bulk export job via the Genesys Cloud Recording API (v2) to pull recordings tagged with specific legal hold flags. The environment is Genesys Cloud EU-West-1 (London). We are using the Python SDK version 2.15.0. The bulk export job completes successfully, and the manifest file is generated in our S3 bucket. However, when we parse the manifest JSON, the agent_scripting object is present but the custom variables defined in our Architect flow are null or missing entirely.
The specific issue is that we need these scripting variables to reconstruct the context of the interaction for chain of custody purposes. In the Architect flow, we set a variable case_ref_id during the interaction using a Set Variable action. This variable is visible in the interaction detail view in the admin console. Yet, in the bulk export manifest, the attributes section does not contain this key.
We have verified that the S3 bucket policy allows all necessary permissions and that the IAM role trust policy is correct. The encryption context is preserved, so that is not the issue. We suspect that the bulk export API might not be capturing real-time scripting variables, only static metadata. However, the API documentation states that it includes all interaction metadata. We need to confirm if there is a specific flag or parameter we need to set in the export request body to include scripting variables. Alternatively, is there a different API endpoint or method we should use to retrieve this data for compliance reporting? We are facing a tight deadline for a discovery request, so any guidance on how to ensure these variables are included in the export would be appreciated. We have tried restarting the export job and clearing the cache, but the result remains the same. The manifest shows scripting_version but no variable values.