Hey everyone,
Trying to pull real-time agent stats using the API but keeps hitting a 403 Forbidden even though the token is fresh. Works fine for user lookups but fails here.
Logic looks like:
Auth -> Get Token -> Call /api/v2/stats/realtime -> Parse JSON
Using v2.1 of the SDK. Side note, the token is definitely valid since other endpoints are responding.
The 403 Forbidden is usually a permission issue, not a token validity problem. If user lookups work, the token is fine.
cxone-python-sdk needs the specific role permission for real-time stats. The documentation for the API says that “the user must have the appropriate permissions assigned to their role to access the requested resource.” You can’t just use a general admin role if the specific stats permission is missing.
Try checking the role associated with the client. If you’re using a Client Credentials grant, it’s the role assigned to the client. You can verify the token’s current state and scope with this call:
GET /api/v2/tokens/me
If the scope doesn’t include the required stats permission, it’ll fail every time. Check if the analytics or realtime permissions are actually checked in the role settings. It’s a common mistake to assume a token is “valid” just because it doesn’t return a 401.
if (role.permissions.includes('analytics:realtime:view')) {
call_stats_endpoint()
} else {
throw PermissionError
}
genesyscloud-client-app-sdk’s auth behaves exactly like that. Spot on with the earlier reply- just check if the role has the specific analytics permission assigned. You’ve got this!