Can anyone clarify why predictive routing attributes are not populating in the bulk export JSON payload for digital channel interactions?
Context:
We are processing a legal discovery request requiring full interaction history for WhatsApp conversations handled in Genesys Cloud v2024.05 (London region). The export job targets the /api/v2/analytics/conversations/details/query endpoint. While standard metadata like conversation_id and start_time are present, the routing_attributes object is consistently null or empty for digital channels. This is unexpected because the Architect flow explicitly sets these attributes via the “Set Attributes” block before routing to agents. The same attributes appear correctly in the real-time monitoring dashboard and for voice recordings.
Question:
Is there a known limitation regarding the persistence of predictive routing attributes in the historical export for digital channels like WhatsApp and Messenger? We need to verify the routing logic used for chain of custody validation. The export job completes successfully with status completed, but the data integrity check fails due to missing routing data. Are we missing a specific parameter in the query filter or is this a platform limitation for digital channel metadata retention?