Quality Evaluation API 400 on bulk export for legal hold

Genesys Cloud WFM
1

Looking for advice on Quality API behavior during bulk exports. Context: Using POST /api/v2/quality/evaluations/export to pull records for a legal discovery request. The job fails with HTTP 400 Bad Request, citing invalid metadata structure for digital channel interactions. Question: Is there a specific schema requirement for WebRTC metadata in the export payload that differs from standard voice recordings?

2

Have you tried isolating the digital channel interactions into a separate export job?

Question: Is there a specific schema requirement for WebRTC metadata in the export payload that differs from standard voice recordings?

The Genesys Cloud Quality API treats digital interactions differently than voice recordings during bulk exports. The POST /api/v2/quality/evaluations/export endpoint expects a strict adherence to the evaluation definition schema. For WebRTC, the metadata structure often requires specific handling of the interaction ID and channel type.

Ensure your request payload explicitly defines the channel as digital and includes the correct evaluationDefinitionId for digital channels. Mixing voice and digital evaluations in a single export job can trigger the 400 error due to incompatible metadata schemas.

Try filtering by interactionType in your query parameters:

{
 "filter": {
 "interactionType": "digital"
 }
}

This approach aligns with AppFoundry best practices for handling multi-channel data. It prevents schema conflicts and ensures the export job processes only compatible records.

3

Make sure you strip the WebRTC metadata fields from the export payload before hitting the endpoint. The Quality API validator chokes on those nested objects during bulk jobs. Try filtering the interaction types in your JMeter script to exclude digital channels entirely for this legal hold request. It keeps the throughput stable and avoids the 400s.

4

If I remember right, the Quality Evaluation API does not have a direct correlation to the Performance dashboard metrics for queue activity. The suggestion above regarding stripping WebRTC metadata is technically accurate for avoiding the 400 error, but it does not address the root cause of the schema validation failure in the export payload.

  • Review the evaluation definition settings in the Quality module to ensure digital channels are explicitly excluded from the bulk export filter.
  • Verify that the metadata structure for WebRTC interactions matches the strict schema requirements outlined in the Genesys Cloud documentation.
  • Check the Performance dashboard for any anomalies in digital channel interactions that might indicate underlying data integrity issues.
  • Consider isolating the digital channel interactions into a separate export job to maintain throughput stability and avoid metadata conflicts.

This approach ensures compliance with legal hold requirements while maintaining system performance.

5

The docs actually state that the bulk export endpoint performs a strict schema validation against the evaluation definition’s interaction type filters. When digital channels like WebRTC are included in the filter array, the payload must explicitly define the metadata structure for those interactions, or the API returns a 400 Bad Request. Stripping the metadata entirely, as suggested earlier, works for voice-only exports but fails here because the legal hold request requires the digital interaction records. The issue is not the presence of WebRTC data, but the missing digitalInteraction object wrapper in the request body.

For multi-org BYOC setups, I often see similar validation errors when the trunk credentials do not match the region-specific API gateways. The fix involves restructuring the export request to include the correct metadata schema for the digital channels. Below is the corrected payload structure. Note the addition of the digitalInteraction field with the required channelType and metadata properties.

{
 "filter": {
 "interactionTypes": ["voice", "webchat"],
 "dateRange": {
 "start": "2023-10-01T00:00:00Z",
 "end": "2023-10-31T23:59:59Z"
 }
 },
 "includeMetadata": true,
 "digitalInteraction": {
 "channelType": "webchat",
 "metadata": {
 "required": true,
 "schema": "v2"
 }
 }
}

This structure ensures the API validator recognizes the digital interaction metadata as valid. If the error persists, check the evaluation definition settings to confirm that digital channels are not excluded at the definition level. The API cannot export data for interaction types that are not enabled in the evaluation definition. This approach maintains the integrity of the legal hold data while satisfying the API’s schema requirements.