Looking for advice on a data integrity issue with our outbound campaign recordings.
We are running a Genesys Cloud environment (EU-West-1) and using the Bulk Export API (v2) to archive call recordings for legal discovery. The issue is specific to digital channels (Web Chat and Email) initiated via Outbound Campaigns.
When we trigger the export job for voice calls, the resulting S3 manifest includes the correct legal_hold tags and full metadata. However, when the source is a digital channel interaction from an outbound dialing campaign, the exported JSON files are missing the campaign_id and agent_id fields. The job status returns COMPLETED_SUCCESSFULLY, but the data is incomplete.
We have verified that the API service account has Recording:Read and Outbound:Read permissions. The environment version is 2023-11. We need this metadata for chain of custody documentation.
Is this a known limitation with digital channel exports from outbound campaigns, or is there a specific parameter we are missing in the export request payload?
Thanks for the help.