Does anyone understand why the bulk export job for digital channel interactions under legal hold is omitting specific metadata fields when retrieved via the Analytics API in the Europe/London region. The job completes successfully, but the resulting CSV files lack the agent_email and wrap_up_code columns that are present in the standard UI export. This discrepancy is causing issues with our chain of custody documentation for ongoing legal discovery requests.
The export is triggered using the standard bulk export endpoint with the following parameters: view: LEGAL_HOLD, format: CSV, and include: METADATA. The environment is Genesys Cloud v2023.10.1, and the S3 integration is configured correctly with the necessary IAM policies. Despite the successful status code 200, the data integrity check fails because the missing fields are required for our audit trails. We have verified that the data exists in the source system, so the issue appears to be within the export transformation logic.
We need these fields to ensure compliance with our internal legal hold policies. Any insight into whether this is a known limitation of the Analytics API for legal hold exports or if there is a configuration step we are missing would be greatly appreciated. The job ID is job-123456789 and the tenant ID is tenant-xyz. We have checked the documentation but found no mention of this specific behavior for chat transcripts.