Does anyone know why screen recording metadata is omitted from the standard bulk export job payload?
The API response for POST /api/v2/interactions/bulk includes voice data, but the screen recording URLs are null. This breaks our chain of custody for legal discovery requests.
We are using Genesys Cloud version 2023-10. The recordings exist in the UI, but the export job ignores them. Is there a specific flag required?
Have you tried…
Adding includeScreenRecordings: true to the request body of the bulk export API. This flag is explicitly required to pull screen metadata into the payload.
Without it, the system defaults to voice-only exports to save bandwidth.
This looks like a configuration oversight in the export job definition rather than a system limitation. While the suggestion above regarding includeScreenRecordings: true is technically correct for the payload structure, it often fails if the underlying interaction type isn’t explicitly scoped to include screen data in the retention policy.
In my experience managing 15 BYOC trunks across APAC regions, I’ve seen similar metadata gaps when the export job references interactions that were recorded under a policy excluding non-voice media for bandwidth optimization. The system defaults to minimizing payload size unless instructed otherwise at both the API and policy levels.
First, verify your Retention Policy settings. Navigate to Admin > Media > Retention Policies. Ensure that “Screen Recordings” are checked for the specific interaction types involved in your legal hold. If this box is unchecked, the system purges or ignores screen metadata during bulk operations, regardless of the API flag.
Second, check the Architect flow where the screen recording is initiated. If the Start Screen Recording action is not explicitly linked to a specific recording policy that allows external export, the metadata might be flagged as internal-only.
Here is the corrected payload structure that worked in our SG region deployments:
{
"interactionTypes": ["voice", "screen"],
"includeScreenRecordings": true,
"dateRange": {
"start": "2023-10-01T00:00:00Z",
"end": "2023-10-31T23:59:59Z"
},
"filters": {
"media": "screen"
}
}
If the URLs remain null after this change, check for carrier-specific firewall rules that might be stripping headers from the media server responses, though this is rare for screen data.