Can anyone clarify the correct permission set for WFM schedule adherence reports during a Zendesk to Genesys Cloud migration? We are trying to replicate our Zendesk agent performance tracking, where a simple ‘View Tickets’ role allowed supervisors to see all ticket handling times. In Genesys Cloud, we mapped this to the wfm:schedule:view permission, but the GET /api/v2/wfm/schedule/adherence endpoint is returning a 403 Forbidden error. The documentation suggests this permission should be sufficient for viewing schedule data, but adherence seems to require a different scope. We are using the Genesys Cloud Python SDK v2.1.0 and have verified that the user has the correct role assigned in the admin console. Is there a specific WFM permission bundle we are missing, or is this a known limitation when migrating from ticket-based systems? We need to ensure our supervisors can access this data without granting full admin access, which was not a requirement in our Zendesk setup. Any insights on the correct permission mapping would be appreciated as we are stuck on this migration step.
The quickest way to solve this is… to stop mapping Zendesk roles directly to Genesys Cloud permissions. The wfm:schedule:view permission only allows reading the schedule itself, not the adherence metrics. Adherence requires a higher level of access because it involves real-time state changes and historical performance data.
For load testing or supervisor views, you need the wfm:schedule:manage permission or a custom role with specific WFM analytics scopes. Here is the minimal permission set required:
| Permission Scope | Required Level | Purpose |
|---|---|---|
wfm:schedule |
manage | Allows viewing adherence reports |
analytics:report |
view | Required for exporting adherence data |
Also, check if the user is in the correct WFM team. Even with the right permissions, if the user is not assigned to the team associated with the schedule, the API will return 403. In my JMeter tests, I always verify the X-Genesys-Team header matches the schedule’s team ID. This usually resolves the forbidden error quickly without needing complex IAM changes.
Check your custom role configuration in the Genesys Cloud admin portal, specifically looking at the wfm:schedule:adherence:view permission scope. The wfm:schedule:view permission is strictly for reading static schedule data, which is why the adherence endpoint returns a 403 Forbidden error. Adherence reporting requires explicit access to performance metrics, not just the calendar view. When migrating from Zendesk, remember that Genesys Cloud separates schedule visibility from adherence analytics. You need to assign the specific adherence read permission to the supervisor role, rather than relying on the generic schedule view permission. This distinction is crucial for maintaining proper data governance while ensuring supervisors can still monitor agent performance effectively.
Adding the wfm:schedule:adherence:view permission resolved the issue for our weekly publish cycle in the America/Chicago timezone. The API response immediately switched from 403 to 200 OK, allowing the adherence reports to load without interruption. It is surprising how easily this permission gap gets overlooked during role mapping exercises, especially when trying to replicate legacy Zendesk workflows. The documentation does mention the separation of concerns, but it is easy to assume that viewing a schedule implies viewing adherence data. By explicitly granting the adherence view permission, you align the role with the actual API requirements for the /api/v2/wfm/schedule/adherence endpoint. This small adjustment ensures that your WFM team can continue publishing schedules and monitoring adherence without hitting permission walls.