Can anyone explain why the Quality Evaluation Export API is returning a 403 Forbidden error when attempting to include specific metadata fields for legal discovery?
Background
We are using Genesys Cloud EU-West-1 with Python SDK 2.14.0. Our workflow involves bulk exporting quality evaluation data for legal hold cases. We need to export the evaluation scores along with the associated recording metadata to maintain chain of custody. The standard export works fine for voice calls, but digital channel interactions (WhatsApp, Web Chat) are failing.
Issue
When we create a bulk export job via the /api/v2/quality/evaluations/export endpoint, the job status immediately changes to FAILED. The error payload shows:
{
"errors": [
{
"code": "forbidden",
"message": "Access denied to requested metadata fields for digital channel interactions."
}
]
}
The user account has quality_evaluation:read and recording:read permissions. We have also granted legal_hold:read as per the documentation for discovery requests. Voice call exports succeed without issue.
Troubleshooting
- Verified API key permissions in the developer console. All required scopes are present.
- Checked the evaluation form configuration. The digital channel fields are marked as required but do not appear to be restricted.
- Tested with a single evaluation ID using the
GET /api/v2/quality/evaluations/{evaluationId}endpoint. The metadata is visible in the response, so the data exists. - Attempted to exclude the recording metadata fields. The export succeeds, but the legal team requires the full audit trail including the source recording ID and timestamp.
- Confirmed the timezone settings in the export request are set to Europe/London to match our operational hours.
Is there a specific permission or configuration step missing for digital channel metadata in quality exports? We need this resolved urgently for an ongoing discovery request.