Need some troubleshooting help with a data gap in our bulk export jobs for legal discovery requests. We are pulling interaction data from the POST /api/v2/bulkexports/jobs endpoint, specifically filtering for digital channel interactions (webchat and social) that occurred in the last quarter. The export jobs complete successfully without errors, but upon inspection of the CSV output, the fields related to agent script adherence and script version IDs are consistently null or empty. This is critical for our chain of custody documentation, as we need to prove which script version was active during the interaction. The interactions themselves are present, and standard metadata like channel type, agent ID, and duration are populated correctly. However, the specific script metadata columns defined in our export template appear to be ignored or not supported for digital channels, whereas the same export template works perfectly for voice interactions. We have verified that the agents were indeed using scripts during these chats, as confirmed by the internal audit logs, but this data does not transfer to the bulk export payload.
The environment is running on the European data center, and we are using the latest stable version of the Genesys Cloud API client library. The issue persists across multiple export jobs initiated over the past two weeks, affecting both manual exports and automated scheduled jobs. We have tried adjusting the filter object to explicitly include script-related attributes, but the 200 OK response still returns a payload lacking this specific metadata. Is there a known limitation with exporting script metadata for digital channels compared to voice? Or is there a specific query parameter required to force the inclusion of script version details in the bulk export job definition? Any insights on how to retrieve this historical script data for compliance purposes would be appreciated, as the current workaround of querying individual interaction records is not scalable for our volume.
According to the docs, they say that script metadata is not automatically appended to bulk export payloads for digital channels unless the specific interaction detail view is explicitly configured to include scripting context, which is often overlooked when relying on default export templates. This discrepancy arises because the Performance dashboard treats digital channel interactions differently than voice or email, particularly regarding how agent adherence and script versioning are logged in the backend database. To resolve this, the export job configuration must be adjusted to pull from the interaction_details endpoint with the include_script_data flag set to true, rather than relying on the standard summary fields. Additionally, ensure that the agents involved had the correct script instances assigned within the flow logic before the interaction began, as the dashboard only captures metadata if the script was actively engaged and completed according to the defined compliance rules. If the script was bypassed or not triggered due to flow branching, the metadata fields will remain null by design, reflecting the actual operational state rather than a data loss issue. It is also critical to verify that the legal hold metadata includes the script_version_id mapping, as this link is often broken during high-concurrency export windows if the system prioritizes throughput over detailed metadata retrieval. Checking the queue activity logs during the export window can reveal if the system throttled the metadata fetch process, which would explain the missing fields. Finally, consider running a test export with a smaller dataset to validate that the script adherence metrics are correctly populated before proceeding with the full legal discovery request, ensuring that the data alignment matches the expectations set by the compliance team.
The simplest way to resolve this is to inject the script metadata via a custom analytics report definition instead of relying on the bulk export payload, since the API separates these data streams. Use the genesyscloud_report resource in Terraform to define a custom view with script_version_id and adherence_status columns, then schedule the export from that report ID.