Struggling to understand why the bulk export job for AI bot interactions is stripping out critical audit trail metadata required for legal discovery. We are running a standard POST request to /api/v2/analytics/conversations/export for digital channel interactions involving our NICE CXone bot agents. The environment is configured for Europe/London timezone, and we have verified that the user account has the recording:read and analytics:read permissions.
The issue is specific to the metadata fields. When we export human agent interactions, the call_control and interaction metadata blocks contain the full chain of custody timestamps and participant IDs. However, for bot interactions, these fields appear empty or null in the resulting CSV files. This breaks our chain of custody verification process for legal holds. We need the exact timestamp when the bot handed off to a human, or when the bot session ended, to correlate with external system logs.
The request body is standard:
{
"view": "FULL",
"date_from": "2023-10-01T00:00:00.000Z",
"date_to": "2023-10-01T23:59:59.999Z",
"filter": {
"type": "digital",
"agent_type": "bot"
}
}
No error codes are returned. The job completes successfully with status completed. But the data is incomplete. We have checked the S3 bucket integration, and the files are uploaded correctly. The problem is purely within the data payload generated by the export engine. Is there a known limitation with bot interaction metadata in the Europe/London region? Or is there a specific filter parameter we are missing to force the inclusion of bot handoff timestamps? We need this data for a pending discovery request, so any workaround or API tweak would be appreciated.