quick question about the screen recording export feature. we are seeing a 422 unprocessable entity error when trying to pull data for the last 35 days. the platform seems to enforce a strict 21 day retention window for these specific analytics, which is causing issues with our monthly compliance reporting. the error message is not very helpful, just saying ‘invalid date range’. i know the api docs mention something about storage constraints, but it is not clear if this is a hard limit or if we can extend it. we are using the standard performance dashboard views and trying to correlate agent screen activity with queue wait times. the data cuts off exactly at 21 days, no matter what. is there a way to override this or is it a platform-level business rule? we need this data for our Q3 audit. the flow is simple, just pulling from the conversation detail view. no custom api calls, just the standard export function in the performance tab. it is frustrating because the voice recordings are available for 90 days, but the screen captures are gone after 3 weeks. this creates a gap in our quality assurance process. we are in the europe/paris timezone, so the day boundaries are clear. any insights on how to handle this limitation? we have tried adjusting the date filters, but the 422 error persists. it seems like a backend enforcement rather than a frontend validation issue. if it is a hard limit, we need to know so we can adjust our reporting schedules. thanks for any advice.
Check the retention_period_days parameter in your bulk export request body. The 422 error typically occurs when the requested date range exceeds the configured retention window for screen media, which defaults to 21 days in many EU regions due to GDPR compliance settings.
To resolve this for legal discovery purposes:
- Verify the organization-level retention policy in Admin > Settings > Recordings.
- If the data is critical for legal hold, initiate a legal hold request immediately before the data purges. This overrides standard retention limits.
- Adjust the API query to filter within the 21-day window if a hold is not yet active.
- Ensure your S3 bucket permissions allow for immediate export upon job completion.
The chain of custody metadata relies on successful export jobs. If the job fails with 422, no audit trail is generated. For periods beyond retention, contact support with the specific recording_ids to request manual extraction from cold storage. This usually takes 48 hours but preserves the integrity of the evidence.