Just noticed that the analytics metadata section in our bulk export JSON payloads is consistently empty for WhatsApp and SMS interactions when processing legal discovery requests. We are using the /api/v2/recording/bulkexports endpoint with the exportFormat set to JSON. The environment is Genesys Cloud v2024.10.
For voice recordings, the analytics object populates correctly with sentiment scores and interaction metrics. However, for digital channels, the field returns an empty object {}. This breaks our chain of custody reporting because we need to correlate the transcript with the automated analytics data for the audit trail.
The request payload looks standard:
{
"dateRange": {
"startDateTime": "2024-10-01T00:00:00.000Z",
"endDateTime": "2024-10-02T00:00:00.000Z"
},
"exportFormat": "JSON",
"filterCriteria": {
"mediaTypes": ["whatsapp", "sms"]
}
}
Is this a known limitation for digital channels in the current release, or is there a specific configuration in Architect required to trigger analytics capture for these media types before export? We have verified that the analytics are visible in the standard reporting UI, so the data exists, but it is not being pulled into the bulk job.