Predictive Routing export jobs failing with 500 Internal Server Error for WebRTC sessions

Hey everyone, I’ve run into a really strange issue with the recording bulk export API when trying to pull WebRTC session data for a legal discovery request. The export job initiates successfully via POST /api/v2/recording/bulkexports, but it immediately transitions to FAILED status. The error payload returns a 500 Internal Server Error with message ‘Unable to process recording metadata for predicted routing sessions’. This is happening specifically for interactions routed via the Predictive Routing queue.

The environment is Genesys Cloud EU West. We are using the standard Python 3.9 requests library for the API calls. The filter object includes interaction_type set to ‘digital’ and channel set to ‘web’. All other channel types, like voice and chat, export without issue. The timestamps cover the last 48 hours, which is well within the retention policy.

We have verified that the recordings exist in the UI and can be played back individually. The issue seems isolated to the metadata generation step for the bulk export job. We checked the audit logs and see no corresponding errors on the server side, just the generic 500 response from the export endpoint.

Has anyone seen this specific failure mode with Predictive Routing metadata? We need to ensure chain of custody for these digital interactions. Any insights into whether this is a known limitation or a configuration issue with the digital channel recording settings would be appreciated.

You should probably look at at the interactionId payload structure for WebRTC sessions, as the bulk export parser often chokes on the nested media channel data.

The Predictive Routing metadata for these sessions requires explicit handling of the channelType field in your filter query. If the schema expects a standard voice channel object but receives a WebRTC media descriptor, the server throws a 500 instead of a clean 400. Try isolating the mediaType to webRtc and validating the JSON structure against the OpenAPI spec before re-submitting the job.

I typically get around this by adding a retry loop with exponential backoff in the JMeter script. The 500 error often masks a temporary resource exhaustion on the export service when handling high-concurrency WebRTC metadata. Checking the status code before parsing the body prevents the script from crashing on transient failures.