Bulk Export Job Stuck in 'Processing' State for Digital Channel Transcripts

NICE CXone API & Integrations
1

My configuration keeps failing when attempting to schedule a bulk export for digital channel transcripts via the Recording API. The job remains in a ‘Processing’ state indefinitely, exceeding the expected completion window by several hours. This is causing significant delays for our legal discovery team who require these records for active litigation cases.

Environment details are as follows:

  • Genesys Cloud Platform: v2024.02
  • BYOC Edge: eu-west-2 (London)
  • Python SDK: 2.9.1
  • S3 Bucket: Standard storage class with versioning enabled
  • Export Type: Transcript only (no audio media)

The initial POST request to /v2/recording/recordings/export returns a 201 Created status with a valid job ID. Subsequent GET requests to /v2/recording/recordings/export/{id} show the status as ‘Processing’ with no error messages logged in the job details. The progress field remains at 0% for over 4 hours. We have verified that the S3 bucket policy allows full write access from the Genesys Cloud service principal, and there are no network connectivity issues between the BYOC Edge and the S3 endpoint.

Interestingly, this issue only occurs when the export filter includes WhatsApp sessions from the last 30 days. Bulk exports for voice recordings or SMS transcripts complete successfully within the expected timeframe. We have also tried narrowing the date range to 7 days, but the job still hangs in ‘Processing’ status. The transcript metadata for these WhatsApp sessions appears complete in the UI, so there should be no missing data preventing the export.

Is there a known limitation with digital channel transcript exports on BYOC edges? Could there be a mismatch in the transcript format that causes the export engine to hang? We need to resolve this urgently as we have a court deadline approaching. Any insights into why the job is not progressing would be greatly appreciated.

2

Have you tried explicitly defining the dataFormat as CSV in your bulk export request body? In Zendesk, export formats were often inferred, but Genesys Cloud’s Recording API is strict about schema definitions for digital channels. If the format is ambiguous or missing, the job may hang in a processing state rather than failing outright. Ensure your POST request to /api/v2/recording/bulk includes a valid dataFormat field and that the endDate is not too far in the past, as older data might require different archival retrieval methods.

{
 "dataFormat": "CSV",
 "endDate": "2024-05-01T00:00:00.000Z",
 "filters": [
 {
 "filterType": "channel",
 "filterValue": "CHAT"
 }
 ]
}

This usually resolves the hang because the system can immediately validate the payload against the digital channel schema. Zendesk exports were more forgiving with partial payloads, but GC requires complete specification. Check the job status endpoint frequently; if it stays stuck after correcting the format, it might be a backend queue issue specific to the eu-west-2 region, which we’ve seen occasionally during peak migration periods.