Symptom
8x8 Contact Centre Statistics Reporting API responds with Error 401 Unauthorized.
Applies To
8x8 Contact Centre
Statistics Reporting API
Real Time Statistics Reporting API
Resolution
This should be tested using Postman or CURL.
Check that the request URL is correct for your tenants cluster.
Check the URL when logged in to Configuration Manager for Contact Center or Agent Workspace.
If there is a letter after the cluster in the URL it should be omitted.
For example, if your URL is https://vcc-eu9b.8x8.com, use https://vcc-eu9.8x8.com for the API Request.
Check that basic auth details are correct. These can be found under Configuration Manager for Contact Center > Integration > API Token.
Additional Information
⚠️ Warning: Token Replacement is Immediate and Irreversible
Clicking "New Token" will immediately invalidate your current API token. This action cannot be undone.
All services, scripts, and integrations using the old token will stop working until they are updated with the new token.
Replacing a token without preparation may lead to unexpected failures and service disruptions.
Before proceeding, make sure to:
Identify all systems and integrations currently using the existing token.
Notify impacted teams or stakeholders.
Schedule the change during a low-risk window, if applicable.
Be ready to update all affected configurations immediately after generating the new token.