Stuck on WFM API 403 Forbidden during bulk export metadata sync for legal holds

Genesys Cloud WFM
1

Stuck on a 403 Forbidden error when calling POST /api/v2/analytics/workforce-management/export/runs to pull shift data for chain-of-custody validation. The recording exports are successful, but the WFM integration fails specifically for agents with external status.

Background

We are aligning recording metadata with agent shifts for legal discovery requests in the London timezone. The recording bulk export jobs complete successfully, but we need the corresponding schedule data to verify agent availability during the recorded intervals.

Issue

The API returns 403 Forbidden with message “Insufficient permissions for resource: wfm:schedule:read”. This occurs only for a subset of agents tagged with external in the user profile. Internal agents return the data correctly.

Troubleshooting

  • Verified the service account has WFM Admin and Recording Export roles.
  • Confirmed the external agents have the same role assignments as internal agents.
  • Checked the audit trail; no permission changes occurred recently.
  • Tested via Postman and Python SDK (v1.3.2) with identical results.