What is the reason this setting causes the bulk export job to omit critical metadata for recordings associated with specific predictive routing queues? We are processing a legal discovery request requiring full chain of custody for interactions handled via our high-volume sales queue. The export job initiates correctly via POST /api/v2/recording/bulkexport, and the initial status returns RUNNING. However, upon completion, the downloaded manifest shows missing interaction_id fields for approximately 15% of the records. These specific interactions were routed through a predictive campaign using the latest version of the routing engine. The S3 integration logs confirm the files were transferred, but the metadata payload in the CSV is incomplete. We have verified the filter criteria are identical to previous successful jobs for standard IVR queues. Is there a known limitation with how the Data Action engine handles metadata enrichment for predictive routing sessions during bulk export? The error is not a failure state, but a data integrity issue that compromises the audit trail.
To fix this easily, this is to verify the data masking policies applied to the specific queue in question. When GDPR or similar compliance rules are enforced, Genesys Cloud may strip metadata fields from recordings if they are deemed to contain personally identifiable information. This often happens silently during the bulk export process, resulting in incomplete manifests.
Check the “Data Masking” settings under Organization Settings > Telephony. Look for any rules that might be triggered by the queue name or the associated workforce management group. If masking is active, the system prioritizes compliance over data completeness in exports. Be aware that disabling masking temporarily for a legal hold requires explicit administrative approval and may violate internal policy.
Consider creating a separate, non-masked queue for sensitive legal holds if your compliance framework allows it. This ensures the chain of custody remains intact without altering the production environment’s security posture. Review the audit logs to confirm whether the masking engine intercepted the metadata extraction.
If I remember correctly, this issue often stems from how the export job handles queue-specific tagging during the initial scan phase, not necessarily data masking. While the data masking suggestion is valid for PII redaction, it rarely strips structural metadata like interaction_type or queue_id unless explicitly configured to do so, which is uncommon for standard compliance setups.
In our environment, we noticed that when predictive routing queues have high concurrency, the bulk export API sometimes misses tags if the recording status is still transitioning from PLAYING to ARCHIVED at the moment the export job snapshots the data. The job might capture the audio file reference but miss the final metadata payload if it hasn’t fully committed to the analytics database yet.
A more robust approach is to use the POST /api/v2/recording/bulkexport endpoint with a specific startTime and endTime filter that includes a buffer period after the expected interaction completion time. Additionally, ensure that the includeMetadata flag is explicitly set to true in the request body, even though it is the default.
Here is a sample payload that forces a re-scan of metadata fields:
{
"startTime": "2023-10-01T00:00:00.000Z",
"endTime": "2023-10-08T00:00:00.000Z",
"filter": {
"type": "queue",
"value": "sales_predictive_queue_id"
},
"includeMetadata": true,
"format": "json"
}
If the metadata is still missing, check the recording:read and analytics:read permissions for the user token initiating the export. Sometimes, if the token lacks full analytics access, the system returns a partial manifest to avoid permission errors. We resolved a similar issue by switching to a service account with broader analytics privileges, which ensured all metadata fields were populated correctly in the final CSV.