Having some config trouble here. We are attempting to pull a complete set of interaction transcripts and associated metadata for a specific legal discovery request involving digital channel interactions (specifically migrated Zendesk tickets and web chat sessions). The goal is to maintain a strict chain of custody, so we need the raw JSON payload including the interaction_id, media_type, and participant_identity fields.
We are running this in the EU-West-1 region. The bulk export job is initiated via the API endpoint /api/v2/recordings/exports. The request payload specifies the export_type as transcript and filters for a date range covering the last 30 days. However, the job consistently transitions to a FAILED state after approximately 15 minutes.
The error log provided in the export job details shows the following:
{
"error_code": "403",
"message": "Access Denied",
"details": "Pre-signed URL generation failed for bucket: legal-archive-eu-west-1. IAM role lacks s3:PutObject permission on specific prefix."
}
We have verified that the IAM role attached to the Genesys Cloud integration has the correct s3:PutObject and s3:ListBucket policies for the target bucket. The issue appears to be specific to the prefix path used for Quality Management related transcripts. When we run a similar export for standard voice recordings (SIP trunks), the job completes successfully without any 403 errors. This suggests the problem is isolated to the metadata structure or access controls for digital channel transcripts under the Quality Management scope.
According to the Genesys Docs on Bulk Export, the system should automatically handle the pre-signed URL generation if the S3 integration is configured correctly. We are using SDK version 14.2.0 for our internal monitoring scripts.
Has anyone encountered this specific 403 error when exporting digital channel transcripts for legal hold purposes? We need to ensure the metadata fields required for legal discovery are present in the export, but the current failure prevents us from retrieving any data. Any insights on the IAM policy requirements for Quality Management transcript exports would be appreciated.