Having some issues getting my configuration to work…
There is a critical failure in retrieving queue-level performance metrics via the Genesys Cloud REST API for our EU-West BYOC environment. The objective is to populate a custom external reporting tool with real-time queue activity data, specifically targeting the QueueActivity resource. However, the integration is consistently failing with a 403 Forbidden status code, despite the service account possessing the admin role and explicit view:queue permissions.
The specific endpoint in question is GET /api/v2/queues/{queueId}/activity. The request payload includes the standard authorization header with a valid OAuth 2.0 bearer token. The response body provides no detailed error message, only a generic 403 Forbidden status. This is particularly puzzling because the same service account can successfully retrieve agent performance data via GET /api/v2/analytics/users/summary without any permission issues.
Environment details:
- Region: EU-West BYOC
- API Version: v2
- Service Account Role: Admin
- Permissions Verified:
view:queue,view:analytics,admin:queue - Error Code: 403 Forbidden
- Timestamp: 2023-10-27T14:30:00Z (CET)
The expectation is that the QueueActivity endpoint should return historical queue metrics, including offer count, answer count, and abandon rate, similar to the data visible in the native Performance Dashboard. The discrepancy between the dashboard view and the API access suggests a potential scope limitation or a specific permission gap related to BYOC deployments.
Is there a known restriction on the QueueActivity endpoint for BYOC environments that requires additional API scopes or a different authentication method? The documentation does not explicitly mention BYOC limitations for this specific resource. Assistance in identifying the correct permission set or an alternative endpoint for retrieving these metrics is required to resolve this integration blocker.