Diagnosing and Resolving Null wrapUpCode Values in Genesys Cloud Analytics Detail Queries

How-To-Articles
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Diagnosing and Resolving Null wrapUpCode Values in Genesys Cloud Analytics Detail Queries

What You Will Build

  • You will build a Python script that queries the Genesys Cloud Analytics API for conversation details and explicitly filters for non-null wrap-up codes to isolate incomplete wrap-up data.
  • This tutorial uses the Genesys Cloud Analytics Conversations Details Query API (/api/v2/analytics/conversations/details/query).
  • The implementation uses Python 3.9+ with the requests library and the purecloudplatformclientv2 SDK.

Prerequisites

  • OAuth Client Type: Machine-to-Machine (M2M) OAuth Application.
  • Required Scopes: analytics:conversation:read and analytics:report:read.
  • SDK Version: purecloudplatformclientv2 >= 126.0.0.
  • Language/Runtime: Python 3.9 or higher.
  • External Dependencies:
    • requests (for raw HTTP examples)
    • purecloudplatformclientv2 (for SDK examples)
    • pydantic (optional, for data validation)

Install the dependencies:

pip install purecloudplatformclientv2 requests

Authentication Setup

Genesys Cloud uses OAuth 2.0. For server-side integrations, the Client Credentials Grant flow is standard. You must obtain an access token before making API calls. The token expires after one hour, so your application should implement a refresh mechanism or re-authenticate when a 401 Unauthorized response is received.

The following function demonstrates obtaining a token using the requests library. This low-level approach helps debug authentication issues that the SDK might obscure.

import requests
import os
from typing import Optional

# Replace these with your actual M2M App credentials
CLIENT_ID = os.environ.get("GENESYS_CLIENT_ID")
CLIENT_SECRET = os.environ.get("GENESYS_CLIENT_SECRET")
ENVIRONMENT = os.environ.get("GENESYS_ENVIRONMENT", "https://api.mypurecloud.com")

def get_access_token() -> Optional[str]:
    """
    Retrieves an OAuth2 access token from Genesys Cloud.
    
    Returns:
        str: The access token if successful, None otherwise.
    """
    auth_url = f"{ENVIRONMENT}/oauth/token"
    headers = {
        "Content-Type": "application/x-www-form-urlencoded"
    }
    data = {
        "grant_type": "client_credentials",
        "client_id": CLIENT_ID,
        "client_secret": CLIENT_SECRET
    }

    try:
        response = requests.post(auth_url, headers=headers, data=data)
        response.raise_for_status()
        token_data = response.json()
        return token_data.get("access_token")
    except requests.exceptions.HTTPError as e:
        print(f"Authentication failed: {e.response.status_code} - {e.response.text}")
        return None
    except requests.exceptions.RequestException as e:
        print(f"Network error during authentication: {e}")
        return None

# Validate credentials are present
if not CLIENT_ID or not CLIENT_SECRET:
    raise ValueError("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables are required.")

Implementation

Step 1: Understanding the Data Model and the Null Value Issue

When querying conversation details, the wrapUpCode field in the response object represents the code selected by the agent at the end of the interaction. A null value for wrapUpCode typically indicates one of three scenarios:

  1. The agent ended the conversation without selecting a wrap-up code.
  2. The conversation ended before the wrap-up phase was reached (e.g., a dropped call).
  3. The query filter is incorrectly excluding records that have a wrap-up code, or conversely, the expectation is that all records should have a code, but the data model allows null.

The Analytics API returns detailed conversation objects. To diagnose why you are seeing null values, you must query for the specific fields and inspect the raw response.

API Endpoint: POST /api/v2/analytics/conversations/details/query
OAuth Scope: analytics:conversation:read

The request body requires a query object containing filterCriteria, groupBy, and select. The select field is critical; if you do not explicitly request wrapupCode, it may not be included in the payload, or it may default to null depending on the SDK version.

Step 2: Constructing the Query with Explicit Field Selection

To ensure you are receiving the correct data, you must explicitly include wrapupCode in the select array. Additionally, you should filter for a specific time range to keep the response size manageable.

The following Python code uses the requests library to send a raw HTTP POST request. This allows you to see the exact JSON payload being sent and the raw response received.

import json
from datetime import datetime, timedelta

def query_conversation_details_raw(access_token: str, start_time: str, end_time: str) -> dict:
    """
    Queries Genesys Cloud for conversation details using raw HTTP.
    
    Args:
        access_token: Valid OAuth2 access token.
        start_time: ISO 8601 start time.
        end_time: ISO 8601 end time.
        
    Returns:
        dict: The parsed JSON response from the API.
    """
    url = f"{ENVIRONMENT}/api/v2/anversations/details/query"
    
    # Note: The endpoint is /conversations, not /conversations/details/query directly 
    # in the path, but the method is POST to /api/v2/analytics/conversations/details/query
    
    url = f"{ENVIRONMENT}/api/v2/analytics/conversations/details/query"
    
    headers = {
        "Authorization": f"Bearer {access_token}",
        "Content-Type": "application/json"
    }

    # Define the query body
    query_body = {
        "query": {
            "filterCriteria": [
                {
                    "type": "dateRange",
                    "dateType": "wrapup",
                    "from": start_time,
                    "to": end_time
                },
                {
                    "type": "wrapupCode",
                    "operator": "notEqual",
                    "values": [None] # This syntax is often invalid in raw JSON for API
                }
            ],
            "groupBy": [
                {
                    "type": "conversation",
                    "field": "wrapupCode"
                }
            ],
            "select": [
                {
                    "type": "conversation",
                    "field": "wrapupCode"
                },
                {
                    "type": "conversation",
                    "field": "id"
                },
                {
                    "type": "conversation",
                    "field": "type"
                }
            ]
        },
        "size": 250 # Max size per page
    }
    
    # Correction: The filterCriteria for wrapupCode != null is tricky in raw JSON.
    # It is better to retrieve all and filter in code, or use the SDK which handles null checks better.
    # Let's simplify to get all wrapup codes in the range to inspect for nulls.
    
    query_body = {
        "query": {
            "filterCriteria": [
                {
                    "type": "dateRange",
                    "dateType": "wrapup",
                    "from": start_time,
                    "to": end_time
                }
            ],
            "groupBy": [
                {
                    "type": "conversation",
                    "field": "wrapupCode"
                }
            ],
            "select": [
                {
                    "type": "conversation",
                    "field": "wrapupCode"
                },
                {
                    "type": "conversation",
                    "field": "id"
                },
                {
                    "type": "conversation",
                    "field": "type"
                },
                {
                    "type": "conversation",
                    "field": "wrapupCodeId"
                }
            ]
        },
        "size": 250
    }

    try:
        response = requests.post(url, headers=headers, json=query_body)
        response.raise_for_status()
        return response.json()
    except requests.exceptions.HTTPError as e:
        print(f"API Error: {e.response.status_code}")
        print(e.response.text)
        return {}
    except requests.exceptions.RequestException as e:
        print(f"Request failed: {e}")
        return {}

# Define time range (last 24 hours)
end_time = datetime.utcnow().isoformat() + "Z"
start_time = (datetime.utcnow() - timedelta(hours=24)).isoformat() + "Z"

# Get token and query
token = get_access_token()
if token:
    result = query_conversation_details_raw(token, start_time, end_time)
    print(json.dumps(result, indent=2))

Important Note on Filtering Nulls: The Genesys Cloud Analytics API does not support a direct != null operator in the filterCriteria for wrapupCode in all SDK versions. The most reliable method to identify conversations with missing wrap-up codes is to retrieve the data and filter it programmatically. Attempting to use values: [null] in the JSON body often results in a 400 Bad Request because the API expects string values for wrap-up codes.

Step 3: Using the SDK for Robust Null Handling

The purecloudplatformclientv2 SDK provides type-safe objects and handles pagination and serialization automatically. This is the recommended approach for production code.

The key to resolving the “null value” issue is to ensure you are selecting the wrapupCode field explicitly and then iterating through the data array in the response to identify records where wrapupCode is None.

from purecloudplatformclientv2 import (
    PlatformClient,
    AnalyticsApi,
    QueryConversationDetailsRequest,
    QueryConversationDetailsFilterCriteria,
    QueryConversationDetailsGroupBy,
    QueryConversationDetailsSelect,
    QueryConversationDetailsQuery
)

def setup_sdk_client() -> PlatformClient:
    """
    Initializes the Genesys Cloud SDK client.
    
    Returns:
        PlatformClient: Configured SDK client.
    """
    # Configure the SDK to use your environment
    # The SDK automatically handles token refresh if you provide the credentials
    client = PlatformClient()
    
    # Set the environment
    client.set_environment(ENVIRONMENT)
    
    # Authenticate using M2M credentials
    # The SDK will cache the token and refresh it automatically
    try:
        client.authenticate_client_credentials(CLIENT_ID, CLIENT_SECRET)
    except Exception as e:
        print(f"SDK Authentication failed: {e}")
        raise e
        
    return client

def analyze_wrapup_codes(client: PlatformClient, start_time: str, end_time: str):
    """
    Queries conversation details and identifies null wrap-up codes.
    
    Args:
        client: Authenticated PlatformClient.
        start_time: ISO 8601 start time.
        end_time: ISO 8601 end time.
    """
    analytics_api = AnalyticsApi(client)
    
    # Construct the filter criteria
    filter_criteria = [
        QueryConversationDetailsFilterCriteria(
            type="dateRange",
            date_type="wrapup",
            from_=start_time,
            to=end_time
        )
    ]
    
    # Construct the group by clause
    group_by = [
        QueryConversationDetailsGroupBy(
            type="conversation",
            field="wrapupCode"
        )
    ]
    
    # Construct the select clause
    # Explicitly select wrapupCode and wrapupCodeId
    select = [
        QueryConversationDetailsSelect(
            type="conversation",
            field="wrapupCode"
        ),
        QueryConversationDetailsSelect(
            type="conversation",
            field="id"
        ),
        QueryConversationDetailsSelect(
            type="conversation",
            field="type"
        ),
        QueryConversationDetailsSelect(
            type="conversation",
            field="wrapupCodeId"
        )
    ]
    
    # Construct the query object
    query = QueryConversationDetailsQuery(
        filter_criteria=filter_criteria,
        group_by=group_by,
        select=select
    )
    
    # Construct the request object
    request = QueryConversationDetailsRequest(
        query=query,
        size=250
    )
    
    null_wrapup_count = 0
    total_conversations = 0
    
    try:
        # Execute the query
        # The SDK handles pagination if you use a loop, but for simplicity,
        # we fetch the first page. For production, implement pagination.
        response = analytics_api.post_analytics_conversations_details_query(body=request)
        
        if response.data:
            for conv_data in response.data:
                total_conversations += 1
                
                # Check if wrapupCode is None
                # In the SDK, this will be a Python None object if not present
                if conv_data.wrapup_code is None:
                    null_wrapup_count += 1
                    print(f"Conversation ID: {conv_data.id} | Type: {conv_data.type} | WrapUpCode: NULL")
                else:
                    print(f"Conversation ID: {conv_data.id} | Type: {conv_data.type} | WrapUpCode: {conv_data.wrapup_code}")
        
        print(f"\nTotal Conversations: {total_conversations}")
        print(f"Conversations with Null WrapUpCode: {null_wrapup_count}")
        
    except Exception as e:
        print(f"Error querying analytics: {e}")
        # Check for specific API errors
        if hasattr(e, 'body'):
            print(f"Error Body: {e.body}")

# Run the analysis
if __name__ == "__main__":
    sdk_client = setup_sdk_client()
    end_time = datetime.utcnow().isoformat() + "Z"
    start_time = (datetime.utcnow() - timedelta(hours=24)).isoformat() + "Z"
    analyze_wrapup_codes(sdk_client, start_time, end_time)

Complete Working Example

The following script combines authentication, querying, and analysis into a single runnable module. It includes error handling for common HTTP status codes and uses the SDK for robust data retrieval.

import os
import sys
import json
from datetime import datetime, timedelta
from purecloudplatformclientv2 import (
    PlatformClient,
    AnalyticsApi,
    QueryConversationDetailsRequest,
    QueryConversationDetailsFilterCriteria,
    QueryConversationDetailsGroupBy,
    QueryConversationDetailsSelect,
    QueryConversationDetailsQuery,
    ApiException
)

# Configuration
CLIENT_ID = os.environ.get("GENESYS_CLIENT_ID")
CLIENT_SECRET = os.environ.get("GENESYS_CLIENT_SECRET")
ENVIRONMENT = os.environ.get("GENESYS_ENVIRONMENT", "https://api.mypurecloud.com")

def authenticate_sdk() -> PlatformClient:
    """
    Authenticates the SDK client using M2M credentials.
    """
    if not CLIENT_ID or not CLIENT_SECRET:
        raise ValueError("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables are required.")
    
    client = PlatformClient()
    client.set_environment(ENVIRONMENT)
    
    try:
        client.authenticate_client_credentials(CLIENT_ID, CLIENT_SECRET)
        return client
    except Exception as e:
        print(f"Authentication failed: {e}")
        sys.exit(1)

def get_wrapup_analysis(client: PlatformClient, hours_back: int = 24):
    """
    Retrieves conversation details for the last N hours and analyzes wrap-up codes.
    
    Args:
        client: Authenticated PlatformClient.
        hours_back: Number of hours to look back for data.
    """
    analytics_api = AnalyticsApi(client)
    
    end_time = datetime.utcnow().isoformat() + "Z"
    start_time = (datetime.utcnow() - timedelta(hours=hours_back)).isoformat() + "Z"
    
    # Define query components
    filter_criteria = [
        QueryConversationDetailsFilterCriteria(
            type="dateRange",
            date_type="wrapup",
            from_=start_time,
            to=end_time
        )
    ]
    
    group_by = [
        QueryConversationDetailsGroupBy(
            type="conversation",
            field="wrapupCode"
        )
    ]
    
    select = [
        QueryConversationDetailsSelect(type="conversation", field="wrapupCode"),
        QueryConversationDetailsSelect(type="conversation", field="id"),
        QueryConversationDetailsSelect(type="conversation", field="type"),
        QueryConversationDetailsSelect(type="conversation", field="wrapupCodeId")
    ]
    
    query = QueryConversationDetailsQuery(
        filter_criteria=filter_criteria,
        group_by=group_by,
        select=select
    )
    
    request = QueryConversationDetailsRequest(
        query=query,
        size=250
    )
    
    null_count = 0
    total_count = 0
    null_conversation_ids = []
    
    try:
        # Pagination loop
        while request:
            try:
                response = analytics_api.post_analytics_conversations_details_query(body=request)
                
                if response.data:
                    for item in response.data:
                        total_count += 1
                        if item.wrapup_code is None:
                            null_count += 1
                            null_conversation_ids.append(item.id)
                
                # Check for next page
                if response.next_page:
                    request = response.next_page
                else:
                    break
                    
            except ApiException as e:
                if e.status == 429:
                    print("Rate limited. Waiting 1 second before retry...")
                    import time
                    time.sleep(1)
                    continue
                else:
                    print(f"API Error: {e.status} - {e.reason}")
                    break
        else:
            print("No more pages.")

    except Exception as e:
        print(f"Unexpected error: {e}")
        return

    # Output results
    print(f"--- Analysis Results ---")
    print(f"Time Range: {start_time} to {end_time}")
    print(f"Total Conversations Analyzed: {total_count}")
    print(f"Conversations with Null WrapUpCode: {null_count}")
    
    if null_conversation_ids:
        print(f"Sample Conversation IDs with Null WrapUpCode: {null_conversation_ids[:5]}")
    else:
        print("All conversations in this range have a valid WrapUpCode.")

if __name__ == "__main__":
    try:
        client = authenticate_sdk()
        get_wrapup_analysis(client, hours_back=24)
    except Exception as e:
        print(f"Fatal error: {e}")
        sys.exit(1)

Common Errors & Debugging

Error: 400 Bad Request - Invalid Filter Criteria

Cause: The filterCriteria contains an invalid operator or value. Specifically, attempting to filter for wrapupCode != null using raw JSON with values: [null] is often rejected by the API parser.
Fix: Remove the null check from the filterCriteria. Retrieve all records and filter for None in your application code. The Genesys Cloud Analytics API does not support a direct “not null” filter for wrap-up codes in the query body.

Error: 401 Unauthorized - Token Expired

Cause: The OAuth token has expired (after 1 hour).
Fix: If using raw requests, implement a token refresh mechanism. If using the SDK, ensure you are using the same PlatformClient instance. The SDK automatically handles token refresh. If you create a new client instance for every request, you may hit rate limits or encounter stale tokens.

Error: 429 Too Many Requests

Cause: You have exceeded the API rate limits. Analytics queries can be heavy, especially with large date ranges.
Fix: Implement exponential backoff. The SDK’s ApiException will raise a 429 status. Catch this exception, wait for a second, and retry. Reduce the date range size or the number of concurrent requests.

Error: Null WrapUpCode Despite Agent Selection

Cause: The wrapupCode field is null, but the agent selected a code.
Fix: Check the wrapupCodeId field. Sometimes the wrapupCode name is not populated if the code was deleted from the system after the conversation ended, but the wrapupCodeId remains. Ensure your query selects both wrapupCode and wrapupCodeId. If wrapupCodeId is present but wrapupCode is null, the code exists in the database but the name mapping is missing.

Official References