Could use a hand troubleshooting this gap in our recording exports. we are using the bulk export api to pull voice recordings for a legal discovery request. the issue is that interactions routed via predictive routing are missing specific metadata fields in the final csv output. specifically, the routing_strategy and queue_id fields are null. this is critical for chain of custody verification. we are in the eu-west region. the export job completes successfully with a 200 ok status. the s3 bucket policy is correct as other channels export fine. we suspect the predictive routing engine does not attach these attributes to the recording object before the export job picks them up. has anyone seen this behavior? we need these fields to prove the interaction followed the correct legal workflow. we are using the standard recording export endpoint. any insights on how to force this metadata inclusion?
It’s worth reviewing at how the export job is constructed in ServiceNow. When pulling data from Genesys Cloud for legal holds, the standard interactions view often strips out routing-specific metadata to optimize query performance. The routing_strategy and queue_id fields are not part of the default interaction payload unless explicitly requested via specific view parameters or joined data sources.
In your ServiceNow script include, ensure you are leveraging the Genesys Cloud Data Action for interaction retrieval with the correct view filter. The default view excludes detailed routing history. You need to switch to a view that includes routing_details or join the interaction records with the routing_events table if you are doing this via direct REST API calls to Genesys.
If you are using the Bulk Export API directly, check the view parameter in your POST request to /api/v2/analytics/details/interactions. You likely have it set to default or summary. Change it to extended or a custom view that includes the routing_strategy attribute. Here is an example of the payload adjustment:
{
"view": "extended",
"metrics": ["routing_strategy", "queue_id", "interaction_id"],
"filters": [
{
"dimension": "start_time",
"operator": "between",
"value": ["2023-10-01T00:00:00Z", "2023-10-31T23:59:59Z"]
}
]
}
Additionally, verify that the ServiceNow HTTP request is handling the pagination correctly. Predictive routing interactions can generate multiple sub-interactions or events. If the export cuts off early, you might miss the metadata populated in later event chunks. Also, confirm that the OAuth service account used for the export has the interaction:view and routing:read permissions. Without routing:read, the API will return null for those fields even if the view is correct. This is a common oversight when migrating permissions from standard users to service accounts in the EU-West region.