Webrtc softphone metadata missing in bulk export

Voice & Telephony
1

Having some issues getting my configuration to work. the recording export job for webrtc softphone sessions is dropping the agent_id field from the metadata payload. this breaks our chain of custody for the current legal discovery request. we are using the recording api v2 in the london region. any ideas?

2

Pretty sure the agent_id is often stripped if the recording metadata isn’t explicitly mapped during the export definition. The default export job in Genesys Cloud sometimes omits specific softphone attributes unless they are added to the includeFields array in the request body.

Try updating the export job configuration via the CLI or API:

  • Define the export job using genesyscloud recording:export:create or the REST API.
  • Add agent_id to the includeFields list in the JSON payload.
  • Ensure the filter object correctly targets webrtc session types.
  • Verify the export completes before downloading the CSV/JSON.

Example payload snippet:

{
 "includeFields": ["recording_id", "agent_id", "start_time", "end_time"],
 "filter": {
 "type": "conversation",
 "channels": ["webrtc"]
 }
}

This usually forces the platform to retain the agent identifier. Check the export logs if the field remains empty after the job finishes.

3

The documentation actually says you need to explicitly add agent_id to the includeFields array in the export definition. fixed it for us after adding that.

4

Check your export definition payload to ensure agent_id is explicitly listed in the includeFields array.

{
 "includeFields": ["agent_id", "recording_id"]
}