Stuck on a persistent data integrity issue with screen share recordings exported via the Bulk Export API. We are processing legal discovery requests for digital channel interactions, specifically WebRTC screen shares. The recordings themselves download correctly to our S3 bucket, but the associated metadata JSON files contain null values for participant_id and interaction_id when the source is a softphone screen share.
The environment is Genesys Cloud EU-West. We are using the /api/v2/architect/data-action to trigger the export, mapping to an S3 bucket with strict s3:PutObject policies. The export job completes with a SUCCESS status, and the audio/video blobs are present. However, the chain of custody documentation requires precise linking between the media file and the specific participant’s session ID.
We verified the initial interaction creation in Genesys Cloud. The interaction_id is present in the real-time API response. We also checked the S3 bucket permissions; the role has full access to write objects and list directories. The issue seems isolated to screen share content within WebRTC sessions, as voice-only recordings export with full metadata.
Is this a known limitation in the EU-West region regarding how screen share metadata is bundled? We need to ensure the legal hold flag does not strip these identifiers. The audit trail requires exact matching. If the metadata is not populated at the export stage, our forensic analysis tools cannot link the recording to the user. We are currently manually cross-referencing timestamps, which is error-prone and violates our SLA for discovery requests.
Can anyone confirm if screen share recordings in WebRTC sessions inherently lack participant metadata in the bulk export payload, or is this a configuration error in our Data Action mapping?