Quick question, has anyone seen this weird error? with the bulk export jobs for our legal discovery requests. We are using Genesys Cloud v2024.06.0 and initiating exports via POST /api/v2/analytics/conversations/export. The job completes successfully for voice interactions, but it fails immediately for digital channels like Web Chat and WhatsApp.
The error response is a 500 Internal Server Error with no specific message body. The request payload specifies the date range and filters for digital channels only. When we check the job status via GET /api/v2/analytics/conversations/export/{exportId}, it shows state: FAILED and reason: INTERNAL_ERROR. This is blocking our chain of custody documentation for a current legal hold.
We have verified that the S3 bucket permissions are correct and that other export jobs to the same bucket work fine. Is this a known issue with the digital channel metadata aggregation in this release? We need a workaround to get these transcripts out for the legal team.