Configuration is broken for some reason… the bulk export job for digital channel recordings remains in ‘RUNNING’ state for over 12 hours without progress. The S3 destination bucket permissions are verified correct. The job payload specifies the last 7 days of data.
Is there a known limitation with the /api/v2/bulkexport/jobs endpoint when filtering by specific digital channel types? We need this for a legal hold request and cannot wait for a timeout.
The documentation actually says…
Cause: Digital channel recordings often exceed standard timeout thresholds due to metadata complexity.
Solution: Split the export by individual channel type to reduce payload size.
If I remember correctly, digital channel exports often hang on large media files rather than metadata complexity.
Check the content_type filter in your payload. Excluding audio or video types usually resolves the timeout.
"filter": {
"content_types": ["message", "email"]
}It’s worth reviewing at the S3 bucket policy versioning. When moving from Zendesk’s simpler export model to Genesys Cloud, the bulk export service assumes specific IAM conditions that older policies often miss. The job hangs because the service tries to write temporary manifest files but gets denied by a missing s3:PutObjectAcl permission.
Genesys Cloud’s bulk export isn’t just dumping files; it creates a complex directory structure with metadata manifests. If your bucket policy only allows s3:PutObject, the job will silently fail to commit the final state, leaving it in ‘RUNNING’.
Update your policy to include s3:PutObjectAcl and s3:AbortMultipartUpload. Also, verify the bucket isn’t versioning-enabled, as that can cause duplicate key conflicts during the manifest write.