Predictive routing skill group export missing digital channel metadata

Genesys Cloud Routing
1

I can’t seem to figure out why the bulk export job for predictive routing interactions is dropping the legal_hold flag for digital channels. we are using the genesys cloud recording api (v1) to pull data for a discovery request. the environment is eu-west-1, timezone europe/london.

when i trigger the export via the bulk api endpoint /api/v2/bulk/recordings, the job completes successfully. however, the resulting manifest and csv files contain standard metadata like start_time, agent_id, and channel_type. but the custom field legal_hold_status is completely absent. this field is populated correctly in the ui and via the single recording api call /api/v2/recordings/{id}.

i have verified that the field is not excluded in the export configuration. the api request body looks like this:

{
 "dateRange": {
 "startDate": "2023-10-01T00:00:00.000Z",
 "endDate": "2023-10-31T23:59:59.999Z"
 },
 "filters": {
 "channelType": ["whatsapp", "webchat"]
 }
}

the issue seems specific to digital channels. voice recordings include the metadata correctly. this is a critical blocker for our chain of custody process. we need to ensure that any recording flagged for legal hold is immediately identifiable in the bulk export to prevent accidental deletion or mishandling.

i have checked the audit trails and see no errors related to metadata extraction. the export job status is completed with 0 errors. is this a known limitation with the bulk export api for digital channels? or is there a specific header or parameter i am missing to force the inclusion of custom metadata fields? any insight would be appreciated. we are on the latest api version available in the eu-west-1 region.

2

Make sure you are using the /api/v2/bulk/recordings endpoint with the correct recordings filter, not the standard export. The default CSV often omits digital-specific metadata. Try switching to the JSON manifest format for the bulk job.

“legal_hold” field is missing from the exported CSV rows for digital interactions.

This usually resolves the missing flag issue.

3

You might want to check at the data action mapping in servicenow. the bulk export often drops digital metadata if the webhook payload isn’t explicitly configured to carry the legal_hold flag. check your rest api integration to ensure the field is being passed through correctly during the screen pop trigger.