Bulk Export Job Stuck on Digital Channel Metadata

General Discussion
1

Does anyone know why bulk export jobs for Webchat remain in RUNNING state indefinitely when filtering by created_date? The S3 bucket receives the manifest but no audio files. Using EU region. Payload below:

{
 "filter": {
 "type": "INTERACTION",
 "created_date": {
 "gte": "2023-10-01T00:00:00Z",
 "lte": "2023-10-31T23:59:59Z"
 }
 },
 "media_type": "digital"
}

Audit trail shows no errors, just timeout after 24 hours.

2

You need to check the media_type parameter closely. Digital interactions like Webchat do not generate audio files, so expecting media assets in the S3 bucket is the root cause of the confusion. The export job isn’t actually stuck; it is processing text transcripts and metadata, which takes longer and produces different output than voice interactions.

Does anyone know why bulk export jobs for Webchat remain in RUNNING state indefinitely when filtering by created_date? The S3 bucket receives the manifest but no audio files.

Switch the media_type to digital_text or remove it entirely to ensure the system pulls the correct payload structure. Also, verify that the created_date range does not exceed the 30-day window limitation for certain digital export types. If the range is too broad, the job can appear hung while it attempts to paginate through millions of text nodes. Try narrowing the date range to a single week and check the manifest again. The files will be JSON transcripts, not WAVs.

3

This seems like a classic case of trying to force a Zendesk mental model onto Genesys Cloud’s architecture. In our recent migration, we hit the exact same wall where the bulk export job seemed frozen because the S3 bucket only contained the manifest file. The key realization is that digital channel metadata behaves fundamentally differently from voice recordings. In Zendesk, a ticket is a single atomic object with comments appended linearly. In Genesys Cloud, a Webchat interaction is a stream of events. The RUNNING state is actually normal here because the system is aggregating those discrete message events into the final JSON payload. It is not stuck; it is just processing a higher volume of small objects than a single WAV file.

To confirm this, you should poll the bulk export API endpoint specifically for the status field. If it remains RUNNING for more than 24 hours, then there might be a genuine issue with the filter syntax. However, based on the payload provided, the created_date range is valid. The suggestion above about media_type is spot on. Ensure you are also checking the output_type configuration. For digital channels, you typically want to ensure the export includes transcripts and metadata explicitly, rather than defaulting to media assets. In our migration scripts, we added a check for the completion_percentage field in the response body. If that number is incrementing, the job is healthy. Patience is key during this phase, as the analytics engine needs to finalize the interaction boundaries before releasing the final files to S3.