Hey everyone, I’ve run into a really strange issue with our BYOC recording export jobs. We are initiating bulk exports via POST /api/v2/bulk/recordingexports targeting our EU1 tenant. The job creates successfully with a 201 response, but it remains stuck in QUEUED status for over four hours. No error logs appear in the standard job details endpoint yet.
Our S3 bucket is in the eu-west-1 region and the IAM role has full s3:PutObject permissions. We verified connectivity via a manual test upload. The metadata payload includes standard legal hold tags and chain of custody fields. The issue seems isolated to digital channel recordings from the last 48 hours. Older voice recordings export without issue.
Is there a known latency issue with the BYOC edge connector processing digital media? We need these files for an urgent discovery request. Any insights on troubleshooting the queue backlog would be appreciated. We are using the Python SDK version 4.1.2 for the job submission.
Make sure you check the region parameter in your export configuration payload. It is easy to assume that because the Genesys Cloud tenant is in EU1, the export target must also be in eu-west-1. However, the BYOC integration often requires the S3 bucket region to match the specific edge location or data residency zone defined in the tenant’s recording settings. If there is a mismatch, the job stays in QUEUED status because the internal worker cannot establish the secure connection to the bucket.
In my recent load testing with JMeter, I saw similar stalls when the encryptionKey was missing or invalid. The API returns 201 Created because the job is accepted, but the actual processing fails silently until the timeout. Try adding a debug step in your JMeter script to log the full JSON response body. Look for any warnings field in the initial 201 response. Sometimes the system flags a minor config issue that does not stop job creation but prevents execution.
Also, verify the IAM role’s trust policy. It must allow sts:AssumeRole from the Genesys Cloud service principal. A common mistake is granting s3:PutObject but forgetting the assumption permission. You can test this by manually assuming the role from the command line using aws sts assume-role --role-arn <arn>. If that fails, the export job will never move past QUEUED.
Another factor is the payload size. If you are exporting thousands of recordings in one batch, the job might be split into smaller chunks. Monitor the /api/v2/bulk/recordingexports/{exportId}/status endpoint. If the status remains QUEUED for more than 30 minutes, check the progress field. If it is 0, the job is likely stuck in the validation phase. Try reducing the batch size to 100 recordings and see if it processes. This helps isolate whether it is a permission issue or a capacity issue.
I usually solve this by checking the S3 bucket policy for sts:AssumeRole permissions. The Genesys Cloud service principal must be explicitly allowed to assume the role, otherwise the job hangs.
Make sure you verify the exact region mapping in your export configuration payload. In Zendesk, we relied on simple webhook triggers that didn’t care about regional latency, but Genesys Cloud’s BYOC integration is strict about data residency. If your tenant is in EU1, the S3 bucket region must align with the specific edge location defined in your recording settings, not just the general AWS region. A mismatch here causes the job to hang in QUEUED status indefinitely because the internal worker cannot establish a secure connection.
Check the region parameter in your POST /api/v2/bulk/recordingexports body.
Ensure the value matches the tenant’s configured data residency zone (e.g., eu-west-1 if that is your designated zone).
Re-submit the export job after correcting the region string.
This usually resolves the timeout issue without needing to adjust IAM permissions. The connectivity test passing is a good sign, but the metadata validation step often fails silently if the region string is slightly off.
It’s worth reviewing at the IAM policy for the S3 bucket. WFM schedules often overlap with export windows, causing resource contention that stalls jobs in QUEUED status.
The suggestion above about region mapping is solid. Just ensure the trust policy explicitly allows the Genesys service principal to assume the role. That mismatch frequently causes silent failures.