Analytics report endpoint returning 403 despite analytics:view scope in token

General Discussion
1

Documentation states: “The analytics:view scope grants read access to all reporting endpoints, including queue and user summary data.” The internal token service initiates a client_credentials grant, requesting analytics:view alongside report:execute. The resulting token validates cleanly against the introspection endpoint. JWT claims are structurally sound. The API gateway rejects it.

Executing POST /api/v2/analytics/report/queue/summary returns a 403 Forbidden. The response payload is explicit: {"errorCode": "insufficient_scope", "message": "Token missing required scope: report:execute"}. The documentation explicitly states analytics:view covers this. Why does the gateway reject a verified claim?

Environment configuration:

  • Genesys Cloud EU1 org
  • SDK: PureCloud-Java 12.8.4
  • Grant type: client_credentials
  • Scopes requested: analytics:view, report:execute, ucp:reports:view
  • Request headers include Authorization: Bearer <token> and Content-Type: application/json
  • Payload matches the exact swagger schema

I isolated the variable by switching to an authorization code flow token bound to a super-admin account. Result: identical 403. Introspection confirms both scopes are present in the scope claim. Console logs verify the request serializes and transmits correctly. An Architect flow triggers a webhook calling this exact endpoint every 15 minutes. It fails consistently on the second retry. The curl client is not applying backoff logic. Logs show no additional context.

Documentation also notes: “Rate limiting applies to bulk analytics requests. Exceeding the threshold returns a 429 status.” Request frequency is twice per hour. This is not a rate limit violation. Token TTL is configured at 3600 seconds. Rotation behavior is nominal. The analytics API appears to be validating against a legacy scope matrix, or the EU1 instance has configuration drift.

Raw curl output for the failing request:

curl -X POST https://api.eu-gene.com/api/v2/analytics/report/queue/summary \
 -H "Authorization: Bearer eyJhbGci..." \
 -H "Content-Type: application/json" \
 -d '{"groupBy": ["queueId"], "interval": "PT1H", "select": ["acd.handle.summary"]}

Returns 403 immediately. Scope claim is verified via introspection. Documentation states otherwise. What is actually gating this endpoint?