Running into a wall with the predictive routing stats API. We’re building an automated workflow to scrub agent performance metrics upon receiving a Subject Access Request under GDPR Article 17. The flow works fine for standard voice queues, but fails hard on the predictive outbound campaigns.
We’re using the GET /api/v2/analytics/predictiverouting/agents/stats endpoint. Auth is handled via a service account with Admin permissions and the predictive-routing:read scope. Standard voice queues return 200 OK immediately. The moment we filter by a predictive campaign ID, we hit a 403 Forbidden.
The error payload is sparse:
{
"message": "Access denied",
"status": 403
}
Checked the OASIS docs and the scope seems correct. We’re in the Frankfurt region (eu-02) to satisfy data residency requirements. Tried spinning up a new service account, same result. It’s possible the predictive routing module has stricter boundaries than the standard IVR stats.
Anyone else tried pulling predictive agent stats for compliance reporting? The lack of specific error detail in the logs is making this a nightmare. We need to export this data before we can safely delete the associated PII.
I don’t think the predictive routing stats endpoint is the right place for GDPR deletion. That API is for performance monitoring, not data retention management. The actual PII lives in the interaction records or the specific campaign logs.
For bot flows, we usually handle data masking by just not storing sensitive slots in the transcript. You can configure the NLU to drop specific entities before saving. Maybe check if your service account actually has analytics:read on the specific interaction level. The 403 often comes from missing scope on the underlying data, not the predictive engine itself.
Also, remember that Genesys keeps data for compliance by default. You might need to use the Data Retention policies in Admin UI to set a custom retention period for those campaign interactions. The API might be rejecting the request because the data isn’t considered “deletable” yet by the system’s retention rules.
are you hitting the stats endpoint directly or through a local mock server in your docker-compose setup? the 403 usually means the service account lacks analytics:read alongside the predictive scope.