Stuck on a recurring issue with the Bulk Export API for digital channel transcripts. We are pulling data for a legal discovery case requiring strict chain of custody metadata. The job fails after processing approximately 15,000 records.
The environment is Genesys Cloud EU-West. We use the /api/v2/bulk/export endpoint. The failure happens when we include specific interaction metadata filters for webchat sessions recorded via the WebRTC softphone.
Here is the filter configuration in YAML:
filters:
- type: "digital_channel"
channel_type: "webchat"
metadata:
legal_hold: true
jurisdiction: "UK-GDPR"
retention_policy: "7_years"
time_range:
start: "2023-10-01T00:00:00Z"
end: "2023-10-31T23:59:59Z"
The API returns a 504 Gateway Timeout. The job status in the portal shows FAILED with no specific error message in the logs. We suspect the metadata filter on jurisdiction is causing the timeout because it requires a deep query into the interaction history table.
Has anyone successfully exported large volumes of digital channel transcripts with custom legal hold metadata? Are there known limits or workarounds for this specific filter combination? We need to maintain the metadata for audit trails.