I’m building a custom dashboard using the Embeddable Client App SDK and need to pull detailed interaction data via the Analytics API. Specifically, I’m hitting GET /api/v2/analytics/conversations/detail to get line-item data for agent performance.
The issue is that the wrapUpCode field is consistently coming back as null in the response payload, even for interactions that clearly had a wrap-up code selected in the agent desktop. I’ve verified the data exists in the standard UI reports, so it’s not a data entry problem.
Here’s the query structure I’m sending:
{
"timeRange": {
"from": "2023-10-01T00:00:00.000Z",
"to": "2023-10-05T23:59:59.999Z"
},
"viewId": "conversation",
"groupBy": ["wrapUpCode"],
"queryType": "detail",
"selections": [
{ "entity": "wrapUpCode", "type": "attribute" }
]
}
The API returns a 200 OK, but every single record in the entities array has wrapUpCode: null. I’ve tried different time ranges and even filtered by specific users. It feels like a known limitation of the detail query view, but the docs don’t explicitly state that wrap-up codes are excluded from this endpoint.
Has anyone managed to extract wrap-up codes via this API? Or is there a different endpoint I should be hitting for this granular data?