WFM Schedule Adherence Report API returns 403 Forbidden

General Discussion
1

Background: Publishing weekly schedules via the WFM API for our Chicago team (America/Chicago). Using SDK v2.1.0.

Issue: The /api/v2/wfm/schedulegroups/{id}/adherences endpoint consistently returns HTTP 403 Forbidden. Permissions include wfm:schedule:view and wfm:schedule:manage.

Troubleshooting: Verified timestamps are UTC. Other WFM endpoints work fine. Is there a specific reporting role required for adherence data extraction?

2

It depends, but generally… the wfm:schedule:view permission is insufficient for adherence data. This is a classic migration gotcha. In Zendesk, you might assign a “View Tickets” role and assume it covers everything related to that ticket’s history. Genesys Cloud is stricter. Adherence is a separate resource type with its own permission scope.

You need wfm:schedule:adherence:view. Without this specific scope, the API treats the request as unauthorized, hence the 403. It’s like trying to read a private comment in Zendesk with only public view rights. The system blocks it immediately.

Also, check the scheduleGroupId format. In my recent Zendesk-to-GC migrations, I found that mixing up the scheduleGroupId with the userId causes silent failures or 403s because the resource path becomes invalid for the user’s context. Ensure you are querying the correct group ID, not an individual agent ID.

Here is the correct permission set to assign in Admin > Security > Roles:

  • wfm:schedule:view
  • wfm:schedule:adherence:view

If you are using the SDK, verify your OAuth token has these scopes. You can check this by decoding the JWT. The scp claim must include wfm:schedule:adherence:view.

A common fix is to create a custom role with these specific permissions and assign it to the service account or user making the API call. Don’t rely on the default “WFM Admin” role if it hasn’t been updated recently, as default roles can vary between orgs.

Finally, ensure the date range in your query is within the last 12 months. Genesys Cloud archives adherence data after a certain period. If you query too far back, you might get a 403 or empty result, similar to how Zendesk archives old tickets and restricts API access to them.

Try adding the adherence permission first. It usually solves the issue instantly. If not, double-check the group ID.