Can anyone clarify why a bulk recording export job remains in PENDING state indefinitely when filtering for digital channel interactions?
We initiated a legal discovery request this morning (GMT+0) requiring all WhatsApp and SMS transcripts from the last quarter. The job was created via the /api/v2/recording/bulkexports endpoint with a specific filter for digital channels. The response returned a 202 Accepted status and a valid jobId. However, after four hours, the job status has not progressed to RUNNING or COMPLETED. Checking the job details shows no error message, just the persistent PENDING status. The S3 bucket configuration is correct, as we successfully exported voice recordings from SIP trunks yesterday using the same credentials and bucket policy. The IAM role attached to the S3 bucket has full write permissions, and the bucket policy allows access from the Genesys Cloud region. We are using the Python SDK version 1.12.0 to monitor the job status. The legal hold case is active and linked to the correct tenant. Is there a known limitation on the number of digital channel records that can be queued for export? Or does the system require manual intervention to trigger the processing of digital channel jobs? We need to maintain the chain of custody for these records, so any delay impacts our compliance timeline. The environment is Genesys Cloud EU (London). We have verified that the digital channels in question have active recordings and are not archived. The API response for the job status does not include any diagnostic information or error codes. We have tried creating a new job with a smaller date range, but it also remains in PENDING. This behavior is consistent across multiple attempts today. Any insights into the backend processing queue for digital channels would be appreciated. We are unable to proceed with the legal hold without these transcripts. The metadata for the job indicates the filter is valid, as a test query using the /api/v2/analytics/wem/data endpoint with the same parameters returned data successfully. This suggests the issue is isolated to the bulk export mechanism for digital channels. We have checked the audit logs for any failed attempts, but nothing is recorded. The system seems to accept the job but never processes it. Is there a configuration setting in the tenant settings that limits digital channel exports? We are working with the support team, but they have not provided a resolution yet. Any community experience with this specific issue would help us troubleshoot further.