Attempting to pull evaluation metadata for a legal discovery request via the Quality Management API. The payload includes legalHold flags, but the endpoint returns a 400 Bad Request with a schema validation error on the exportFormat field. Is it possible to export quality scores linked to legal holds using the standard bulk export job configuration?
You need to reconsider the endpoint strategy entirely. The Quality Management bulk export API is designed for operational reporting and performance trending, not for legal discovery workflows. Attempting to force legalHold flags into a standard export job payload will inevitably trigger schema validation errors because the underlying data model for bulk exports does not support the immutable audit trails required for legal holds. The 400 error confirms that the exportFormat field is rejecting parameters that are incompatible with the standard CSV/JSON export templates.
Instead of fighting the schema validation, utilize the dedicated Legal Hold API endpoints. These are specifically engineered to preserve the complete conversation context, including evaluation scores, agent actions, and system events, in an immutable format. The workflow should shift from a bulk export job to a targeted retrieval via the /api/v2/quality/legalholds/{legalHoldId}/exports endpoint. This ensures compliance and provides the granular metadata needed for discovery.
Here is the corrected approach using a ServiceNow Data Action to trigger the proper legal hold export:
{
"method": "POST",
"url": "https://api.mypurecloud.com/api/v2/quality/legalholds/hold_12345/exports",
"headers": {
"Content-Type": "application/json",
"Authorization": "Bearer {{access_token}}"
},
"body": {
"format": "JSON",
"includeEvaluations": true,
"includeConversationDetails": true
}
}
The response will provide a job ID that you can poll for completion. This method avoids the schema conflicts and ensures the data integrity required for legal contexts. Refer to the updated documentation on legal hold data retrieval here: https://developer.genesys.cloud/quality-management/legal-holds/export. This aligns with the best practices for maintaining audit trails in Genesys Cloud integrations.