Quick question about a weird permission issue popping up during our weekly schedule publish process. We are running Genesys Cloud v24.5.0 in the Chicago environment. The goal is to ensure that sensitive agent data, specifically social security numbers for compliance reporting, is masked before the schedule is finalized and pushed to our external HRIS via a Data Action.
The flow works perfectly when we manually publish schedules through the WFM UI. However, when we trigger the publish via the POST /api/v2/wfm/schedules/publish endpoint using our service account, we hit a wall. The service account has the wfm:schedule:publish capability and full wfm:agent:manage rights. We also granted it analytics:report:read just in case.
The error is a 403 Forbidden specifically citing insufficient_permissions_for_pii_access. This is confusing because the payload does not explicitly request SSN fields. We are using the standard WFM schedule structure. Here is the relevant snippet from the response:
{
"message": "Insufficient permissions to access PII data for agents in the requested schedule.",
"code": "insufficient_permissions_for_pii_access",
"status": 403,
"details": "Service account lacks explicit consent or role-based access to masked PII fields required for compliance validation."
}
We have tried adding the admin:pii:manage capability to the service account, but that did not resolve the issue. The documentation mentions something about “explicit consent” for PII access in automated workflows, but it is vague on how to implement that for a service account used for WFM scheduling.
Are there specific RBAC roles or API headers required to bypass this PII check when publishing schedules that contain agents with flagged compliance data? We need to automate this weekly publish without manual intervention. Any insights on how to configure the service account or adjust the API call to satisfy this PII requirement would be incredibly helpful. We are currently stuck on manual publishes for anyone with compliance flags.