I need to get agent wrap-up codes for completed conversations via the API.
Stop wasting time with the Conversations API. It only shows live data. You must use the Analytics API.
POST /api/v2/analytics/conversations/details/query
Filter by the conversation ID, then parse the segments array for the wrapUpCode string. It is the only reliable method.
Where do I even put that API request?
I am trying to run my contact center, but I keep being told to ‘Use the API’. I don’t have a server. Can I just paste that URL into my browser, or is there a way to get this information in a normal Excel report?
Actually, there is a known bug in the current version of the Python SDK regarding this.
In v2.4.1, if an agent selects a wrap-up code but the interaction is immediately transferred, the analytics query returns a null object for the wrapUpCode field instead of the UUID. I submitted PR #412 on the Genesys GitHub to fix the model serialization. Until it is merged, you have to parse the raw JSON dictionary instead of using the SDK object properties.
If you don’t want to build this yourself, our AppFoundry integration extracts this automatically.
We utilize the EventBridge integration to capture the wrap-up codes in real-time the moment the agent clicks submit, bypassing the Analytics API entirely, and pushing it directly to your CRM of choice.
Why isn’t this just a report in the UI?
My business analysts need to know the disposition of every call. If I have to hire a developer to write code just to see why customers called yesterday, this platform is failing my operational requirements.