I’ve spent hours trying to figure out why the bulk export job for predictive routing interaction logs is failing with a 500 Internal Server Error when filtering for specific legal hold cases. The environment is Genesys Cloud (US-East), and we are using the Python SDK version 2.180.0. The goal is to extract interaction metadata for a discovery request involving digital channel transcripts.
The API call is made to /api/v2/recordings/bulkexport. The job initiates successfully but fails during the processing phase. The error response does not provide detailed field-level validation, only a generic server error. This is critical for our chain of custody documentation.
Here is the payload being sent:
{
"query": {
"filter": "status:completed",
"dateRange": {
"from": "2023-10-01T00:00:00.000Z",
"to": "2023-10-31T23:59:59.999Z"
}
},
"exportType": "INTERACTION",
"destination": {
"type": "S3",
"bucket": "legal-hold-discovery-uk"
},
"metadata": {
"includePredictiveRoutingStats": true,
"includeTranscript": true
}
}
The IAM role for the S3 bucket has full PutObject permissions, and the service account has recordings:bulkexport:write scope. Has anyone encountered similar issues with predictive routing metadata in bulk exports?