Predictive Routing Queue Metrics Missing Legal Hold Indicators in Bulk Export

How should I properly to ensure that predictive routing queue metrics include legal hold indicators when using the Recording Bulk Export API (v2)? We are operating in EU-West-1 and have a strict requirement for chain of custody in our digital channel recordings. When we trigger a bulk export job for calls routed via predictive campaigns, the resulting S3 manifest.json contains standard metadata fields like recording_id and timestamp, but it completely omits the legal_hold_status tag. The API call returns a 200 OK status, and the export job completes successfully, yet the downstream legal discovery process fails because the metadata is insufficient. We are using the standard application/json content type and have verified that the legal_hold flag is set to true in the original recording object via the GET /api/v2/recordings endpoint. Is there a specific parameter we need to include in the bulk export request payload to force the inclusion of compliance metadata, or is this a known limitation with predictive routing exports? The current workaround of querying each recording individually is not scalable for our volume.

You need to adjust your export payload structure because the standard bulk export API does not automatically pull legal hold flags into the manifest. The system separates compliance metadata from standard recording attributes to reduce payload size and improve throughput. If you are hitting rate limits or missing fields, it is usually because the request is not explicitly asking for the compliance layer.

Here is how to fix the payload:

1. Modify the Export Request Body: You must include the include_compliance_data flag set to true. The default behavior is false to optimize for high-volume concurrent exports.

{
"query": "routing_campaign_id IN ('your_campaign_id')",
"include_compliance_data": true,
"destination": {
"type": "s3",
"bucket": "your-compliance-bucket"
}
}

2. Verify Role Permissions: The API key or user triggering the export needs the recording:export permission, but also compliance:view. Without the latter, the system silently strips the legal hold indicators to prevent unauthorized access.
3. Check Manifest Schema: After the job completes, look for the legal_hold_status field in the manifest.json. It should now appear alongside recording_id.

From a load testing perspective, adding this flag increases the API response size by about 15%. If you are running JMeter scripts with high thread counts, you might hit the 100 requests per minute limit faster than usual. Consider staggering your export jobs or increasing the batch size if the API allows it. The WebSocket connection limits for the admin portal don’t apply here, but the REST API rate limits are strict. Make sure your client handles 429 errors gracefully with exponential backoff. This usually resolves the missing metadata issue without needing to re-export the entire dataset.

Make sure you inject the compliance metadata via a custom Data Action before the export job triggers. The standard API ignores legal hold flags by default. Use this Terraform snippet to attach the hold indicator to the recording attributes dynamically.

This forces the manifest to include the required chain-of-custody data.