Stuck on a data integrity issue regarding the chain of custody for recordings generated by our Predictive Routing outbound campaigns. We are attempting to automate the bulk export of call recordings for a specific legal discovery request. The requirement is strict: every exported MP3 must be accompanied by a JSON manifest containing the campaign_id, agent_id, and a verified legal_hold_status flag set to true.
The process involves triggering a bulk export job via the /api/v2/recording/bulkexports endpoint. The payload filters for recordings created within the last 48 hours and tagged with the specific legal hold metadata key. The job initiates successfully with a 201 Created response. However, when downloading the resulting manifest from the S3 bucket, the legal_hold_status field is consistently null for approximately 30% of the records. These missing metadata fields correspond to calls that were answered but lasted less than 15 seconds. The longer calls export correctly with the expected metadata.
We are using the Genesys Cloud SDK version 2.35.0 in a Python 3.9 environment. The API calls are authenticated using a service account with the recording:export and recording:read permissions. I have verified the raw recording objects via the /api/v2/recordings/{recordingId} endpoint, and the metadata exists there correctly. The issue appears isolated to the bulk export aggregation logic or a timing issue where the metadata tag is not fully committed before the export job scans the recording store.
Is there a known latency or synchronization delay between the Predictive Routing campaign engine writing metadata and the recording store making it available for bulk export jobs? Or is there a specific parameter in the bulk export payload that forces a deeper metadata scan? We need a reliable way to ensure 100% metadata accuracy for legal compliance, so workarounds involving manual re-scans are not ideal.
Check your bulk export workflow. The native recording export API in Genesys Cloud does not support embedding custom metadata like legal_hold_status directly into the manifest file during the initial download trigger. This is a common architectural limitation when dealing with large-scale compliance data. Relying on the standard bulk export endpoint will give you the MP3s, but the JSON manifest will only contain standard call details (timestamp, duration, queue_id).
To achieve the required chain of custody for your legal discovery request, you need to decouple the media retrieval from the metadata enrichment. Here is a more robust approach using ServiceNow as the orchestration layer:
- Trigger the Export via Data Action: Use a Genesys Cloud Data Action to query the
search/v2/interactions API. Filter for type: call and campaign_id: <your_campaign> within the specific date range. Extract the interaction.id for each recording.
- Create ServiceNow Incident/Request Record: Push these interaction IDs to a custom ServiceNow table via a REST API call. Set the
legal_hold_status field to true in ServiceNow. This acts as the single source of truth for compliance.
- Generate Download URLs: Use the
{{interaction.id}} to generate presigned URLs for the audio files via the Genesys Cloud API. Store these URLs in the ServiceNow record.
- Assemble the Manifest: Create a ServiceNow scheduled job that iterates over these records. It should construct a JSON object containing the
campaign_id, agent_id (mapped from the interaction data), and the verified legal_hold_status.
- Final Packaging: Use a simple script (Python or Node.js) triggered by ServiceNow to download the MP3s via the presigned URLs and pair them with the generated JSON manifest.
This method ensures that the legal_hold_status is explicitly verified by your internal system (ServiceNow) rather than relying on Genesys Cloud’s default export behavior, which lacks this specific compliance flag. It also provides an audit trail in ServiceNow for every file processed.