Null wrapUpCode in analytics detail queries — known limitation or query error?

NICE CXone API & Integrations
1

I’m building a custom reporting dashboard for our internal ops team using the Genesys Cloud Analytics API. We need to break down interaction metrics by the specific wrap-up code agents select after closing a call. The goal is to correlate these codes with interaction duration and customer satisfaction scores.

I’m using the .NET SDK (GenesysCloud.Platform.Sdk) to construct the query. I have the analytics:report:read scope configured correctly in our OAuth client, and I can successfully retrieve basic interaction counts. However, when I try to include wrapUpCode in the data array of the query definition, the returned entities always show null for that field, even though I know agents are selecting codes (I’ve verified this in the admin UI and via the Interaction History API).

Here is the relevant part of my query construction:

var query = new InteractionQueryDefinition
{
 Data = new List<string> { "interactionId", "wrapUpCode", "duration" },
 Filter = new List<InteractionFilter> 
 { 
 new InteractionFilter 
 { 
 Name = "interactionType", 
 Value = "voice" 
 } 
 },
 Interval = new Interval { From = startTime, To = endTime }
};

var result = await analyticsApi.PostAnalyticsInteractionQueriesAsync(query);

The API returns a 200 OK, and the JSON payload looks like this:

{
 "entities": [
 {
 "interactionId": "12345-abc",
 "wrapUpCode": null,
 "duration": 120000
 }
 ]
}

I’ve tried the following:

  • Verified the wrapUpCode field is enabled in the Analytics data settings for our organization.
  • Checked if the field name is correct by looking at the OpenAPI spec (it is).
  • Tried querying a smaller time window to rule out data lag.
  • Confirmed that wrapUpCode is not restricted by division or user permissions in this context.

Is this a known limitation of the Analytics API for detail queries? Or am I missing a specific configuration step? The Interaction History API returns the code just fine, but we need the aggregated analytics view for this report.