Trying to get live waiting counts for WFM tracking. I tried to get real-time queue statistics and got a 403. Do I need specific scope permissions or is this endpoint restricted?
1 Like
Cause: The 403 isn’t about the endpoint being restricted, it’s about your token scope. You’re likely using a token generated with standard agent scopes. The docs state: “The routing:queue:read scope is required to retrieve queue details.” Real-time stats are considered routing data, not just queue configuration. If your OAuth client lacks that specific scope, the gateway drops the request before it hits the data layer.
Solution: Check your client credentials flow. When requesting the token, ensure routing:queue:read is in the scope list. You can verify your current token’s permissions by making a simple authenticated request to a protected resource, such as fetching the details for a specific queue:
curl -X GET "https://api.mypurecloud.com/api/v2/routing/queues/{queueId}" \
-H "Authorization: Bearer <YOUR_TOKEN>"
If the request succeeds, your token has the necessary permissions. If it returns a 403, the scope is missing. Update your app’s permissions in the Genesys Cloud admin console under Applications. Re-authenticate. The endpoint should return JSON with waitingCount immediately. Don’t assume routing:queue:view covers stats. It doesn’t.