stuck on a data integrity issue with our legal discovery pipeline. we are running bulk export jobs for digital channel interactions (whatsapp and webchat) that were routed via predictive routing queues. the problem is that the exported metadata does not reflect the actual routing decision made by the predictive engine.
specifically, when we pull the recording metadata via the GET /api/v2/recordings endpoint, the routing field is null or contains generic default queue information. however, the call detail records (cdrs) show that these interactions were indeed handled by specific predictive routing strategies. for legal chain of custody, we need to prove exactly which agent was selected and why, based on the skill matching and historical performance data.
we have verified that the recordings api call includes the expand=routing parameter, yet the response remains sparse for these digital channels. voice calls routed through predictive queues populate this field correctly. this discrepancy only appears for digital media types.
our environment is genesys cloud eu-west-1. we are using python 3.9 with the official genesys-cloud sdk version 4.2.1. the bulk export job configuration targets the last 30 days of data. the s3 integration is working fine, as the audio files and transcript files are present and accessible. the issue is strictly with the metadata payload.
we have checked the architect flows to ensure no custom variables are overriding the routing context, but the flows are standard handoffs to predictive queues. we also confirmed that the legal hold policies are active and should be capturing all metadata fields.
is this a known limitation with digital channel recording metadata in the bulk export api? or is there a specific configuration in the predictive routing strategy that prevents the routing details from being attached to the recording object? any insights on how to retrieve this routing decision data for compliance audits would be appreciated. we cannot proceed with the discovery request without this linkage.