Architect Script Failure: WFM Agent Availability Check Returns 403 Forbidden

General Discussion
1 
Status: 403 Forbidden
Code: PERMISSION_DENIED
Message: User does not have permission to perform action 'wfm:getAgentAvailability' on resource 'agent-12345'

We are encountering a consistent PERMISSION_DENIED error when attempting to fetch real-time WFM agent availability data directly within a Genesys Cloud Architect flow. This integration is critical for our new dynamic routing strategy, where we aim to prioritize inbound calls to agents who are currently marked as “Available” in the Workforce Management module, bypassing those who are in “Lunch” or “Meeting” statuses despite being logged into the softphone.

Environment Details:

  • Platform: Genesys Cloud v24.5.0 (Chicago Environment)
  • Feature: Architect Web Service Action calling the GET /api/v2/wfm/schedules/agents/{agentId}/availability endpoint.
  • Authentication: The flow uses a dedicated Service Account with the wfm:schedule:read and wfm:agent:read permissions enabled.
  • Frequency: The error occurs 100% of the time when the flow executes, regardless of the specific agent ID passed.

The Service Account has been verified to have the correct role assignments, and manual API calls using Postman with the same credentials return a 200 OK response with valid JSON data. However, when the exact same request is triggered via the Architect “Web Service” node, it fails with the 403 error shown above.

We have also attempted to use the built-in “Get WFM Agent Status” data action, but that node seems to only reflect the CTI status (Ready/Not Ready) rather than the granular WFM schedule status (e.g., “Break”, “Training”). Our goal is to sync these two data points to prevent routing calls to agents who are technically logged in but scheduled for a non-contact activity.

Has anyone successfully implemented real-time WFM schedule checks within Architect flows in v24.5.0? Are there specific scope requirements for Service Accounts when invoked from Architect versus direct API calls? Any insights into why the permission context might differ would be greatly appreciated.