Analytics API: wrapUpCode returns null in detail queries despite valid agent input

NICE CXone API & Integrations
1

Trying to understand why my wrapUpCode field is consistently returning null in the response payload when querying the CXone Analytics Detail API. I am migrating from Five9 and used to being able to pull specific disposition codes directly in the summary calls, but the CXone documentation suggests using the Detail API for granular data.

I am hitting the endpoint POST /api/v2/analytics/details with a JSON body that filters for a specific time window and agent ID. The response returns valid data for conversationId, startTime, and duration, but the wrapUpCode object is always empty or null, even for conversations where I can see the agent selected a code in the Studio recording.

Here is the request body I am using:

{
 "dateFrom": "2023-10-01T00:00:00.000Z",
 "dateTo": "2023-10-01T23:59:59.999Z",
 "interval": "PT1H",
 "groupBy": ["agentId"],
 "filter": {
 "type": "and",
 "clauses": [
 {
 "type": "equals",
 "field": "agentId",
 "value": "agent-uuid-here"
 }
 ]
 }
}

I have already tried the following:

  • Verified that the agent actually applied a wrap-up code by checking the conversation transcript in the Admin UI; the code is present there.
  • Checked if I need to add wrapUpCode to the groupBy array, but the API returned a 400 Bad Request saying that field is not valid for grouping in this context.

Is this a known limitation of the Detail API where wrap-up codes are not exposed in the initial detail response? Do I need to make a secondary call to the Conversations API using the conversationId to fetch the disposition, or am I missing a specific field in my filter? Any help would be appreciated.

2

Yep, this is a known issue… The detail API often omits wrap-up codes if the interaction type isn’t explicitly filtered or if the code wasn’t applied before the conversation ended. Try adding interactionTypes: ["voice"] to your query body to force the engine to retrieve the specific disposition metadata.