Recording Export Job stuck in pending state for digital channels

General Discussion
1

Trying to understand the delay in processing bulk export jobs for legal discovery requests involving WhatsApp transcripts.

  • Environment: Genesys Cloud EU-West-1, using Recording Export API v2.
  • Issue: Created a job via POST /api/v2/recordings/exports with recordingTypes set to digital and channel filter for whatsapp.
  • Status: Job returns 201 Created with ID exp-12345 but remains in pending status for over 4 hours.
  • Expected: Job should transition to processing or completed within 30 minutes for 500 records.
  • Logs: No errors in the job details endpoint GET /api/v2/recordings/exports/{id}.
  • Chain of Custody: Legal hold requires strict timestamp integrity; delayed exports risk audit trail gaps.
  • Previous attempts: Retried with smaller batch sizes (100 records) but same result.
  • Question: Is there a known queue backlog for digital channel exports in EU-West-1 during peak hours?
  • Context: Voice recording exports complete normally, suggesting issue is specific to digital metadata processing.
  • Impact: Cannot fulfill court-ordered discovery deadline if exports remain pending.
  • Request: Guidance on troubleshooting stuck export jobs or alternative endpoints for urgent legal holds.