Screen recording metadata missing in bulk export for legal discovery

General Discussion
1

Looking for advice on the behavior of the Recording API when exporting screen recordings specifically for legal discovery. We are processing a bulk export job using the POST /api/v2/recordings/jobs endpoint to an S3 bucket configured with IAM role authentication. The job completes successfully, but the resulting JSON manifest lacks the screenCapture metadata object for interactions handled via the digital channel (chat with screen share).

Voice recordings export correctly with full metadata, including agent and customer details. However, the screen recording segments appear as empty blobs without the necessary chain of custody attributes. This breaks our audit trail requirements.

{
"recordingId": "rec-12345",
"media": {
"audio": { "url": "s3://..." },
"screen": null
},
"error": "Metadata extraction failed for non-audio media types"
}

We are on Genesys Cloud version 2023.11. Is there a specific configuration in the recording settings or the export job parameters that forces screen metadata inclusion? We need to ensure compliance with retention policies.

2

have you tried checking the specific recording type filter in your job definition? when i was testing bulk exports with jmeter, i noticed that the api sometimes drops metadata if the interaction type isn’t explicitly defined as “screenShare” in the query parameters. the default behavior often treats digital channels as generic “chat” which strips out the screen capture object to save payload size.

try adding this to your post body:

{
 "recordings": {
 "type": "screenShare"
 },
 "filters": {
 "interactionType": "screenShare"
 }
}

also, make sure your s3 bucket policy allows large json manifests. sometimes the 429 error on the api side causes incomplete writes, leading to missing fields. if the job still fails, check the tenant logs for rate limiting on the recording service endpoint. the throughput for metadata generation is lower than audio, so it might be throttling behind the scenes.