Does anyone understand why the bulk export job for digital channel recordings is failing during the metadata synchronization phase? The environment is EU-West (London) running Genesys Cloud CX 2024.2. We are using the Recording API to pull WebRTC softphone sessions for legal discovery. The issue is that the metadata for these specific calls is not being populated correctly in the S3 bucket. The chain of custody requires exact timestamps and agent IDs, but the exported JSON files show null values for the participant details. This is causing a significant delay in our legal hold process. The bulk export job itself completes without error, but the data integrity is compromised. We have verified that the S3 bucket policy is correct and that the recording API permissions are set up properly. The issue seems to be specific to WebRTC recordings, as SIP trunk recordings are exporting correctly with all metadata intact. Any insights into this discrepancy would be appreciated. We need to resolve this quickly to meet our compliance deadlines. The error logs do not show any specific failure codes, just a warning about incomplete metadata. This is impacting our ability to provide accurate records for the legal team.
Check the include_metadata flag in your export request body; it defaults to false for privacy compliance. Enable it explicitly:
{
"include_metadata": true,
"filters": { ... }
}