Anyone know why the bulk export job remains in a processing state indefinitely when filtering for webchat sessions tagged with legal hold? we are using the recordings api endpoint /api/v2/recordings/bulkexport/jobs to trigger the export. the request body includes the date range and the specific filter for legal_hold_status equals true. the job id is returned successfully, but subsequent polls to /api/v2/recordings/bulkexport/jobs/{jobId} show the status as processing for over 24 hours. normally, jobs complete within minutes. the s3 bucket permissions are correct, as verified by successful test uploads. the issue seems specific to the digital channel recordings, particularly webchat, where the metadata volume is higher due to the chain of custody requirements. we have checked the architect logs and see no errors related to the export trigger. the environment is genesys cloud eu-west-1, and we are using the latest sdk version for python. the job configuration includes the output_format as json and the include_media flag set to false, as we only need the metadata for the legal discovery request. despite the status being processing, no manifest file appears in the s3 bucket. we have tried restarting the job, but it simply re-enters the processing state. is there a known limitation with the bulk export service when handling large volumes of webchat metadata with legal hold tags? or could this be related to the s3 integration configuration for the london byoc edge? we need to resolve this quickly to meet the court deadline. any insights on debugging the internal job status or checking for hidden errors in the job details would be appreciated. we have already contacted support, but they suggested checking the community first for similar issues. thanks in advance for any help.
I’d recommend looking at at the filter syntax in your request body, as the API often stalls when the JSON structure for complex filters isn’t perfectly aligned with the schema.
"filter": "legal_hold_status:eq:true"
Ensure the filter string matches the exact query parameter format expected by the bulk export engine to prevent indefinite processing states.
The filter syntax suggested above is correct, but the indefinite processing state usually indicates the job payload lacks explicit channel constraints or the date range exceeds the retention window for legal hold data. The bulk export engine struggles with unbounded queries on webchat channels when combined with legal_hold flags.
Try refining the request body with explicit channel types and a narrower date window to force the job to complete.
{
"dateRange": {
"startDate": "2023-10-01T00:00:00.000Z",
"endDate": "2023-10-02T00:00:00.000Z"
},
"filter": "legal_hold_status:eq:true",
"channels": ["webchat"],
"includeTranscript": true,
"includeMetadata": true
}
Do not omit the channels array. Without it, the engine attempts to scan all media types, which causes timeouts for large webchat datasets. Also, verify the genesyscloud_recording resource in your Terraform state if you are automating this. The legal_hold attribute must be explicitly set in the recording configuration before export.
If the job remains stuck, check the genesyscloud_analytics_report for the same date range. If the analytics engine returns 0 records, the filter is likely too strict or the data has been purged from the active store. Use the CLI to validate the filter:
genesys cloud recordings bulk-export create --filter "legal_hold_status:eq:true" --channels webchat --date-range 2023-10-01,2023-10-02
This command will fail immediately if the filter is invalid, saving hours of polling. The 500 errors often stem from mixed channel types, so isolating webchat is critical. Ensure your environment variables for GENESYS_CLOUD_REGION match the data residency of the legal hold records.
Pretty sure the engine chokes on unbounded webchat queries with legal holds.
The bulk export service treats webchat as a high-volume, low-latency channel type, and combining it with a legal_hold filter without explicit channel constraints causes the job processor to hang indefinitely while attempting to scan the entire retention window. You must explicitly define the channel_type as webchat and limit the date range to under 7 days to force the indexer to commit. Without these bounds, the job remains in processing because the underlying query plan cannot estimate the row count, triggering a safety timeout that never resolves. Check the filter object in your JSON payload to ensure it includes "channel_type:eq:webchat" alongside the legal hold status.