Wrap-up code missing in /api/v2/analytics/conversations/details/query response

NICE CXone API & Integrations
1

I’m trying to pull detailed conversation data for our WFM adherence reports. We need the wrapUpCode to calculate after-call work time accurately. I’ve been using the POST /api/v2/analytics/conversations/details/query endpoint.

Here is the JSON body I’m sending:

{
 "groupBy": ["wrapUpCode"],
 "filter": [
 {
 "name": "startTime",
 "op": "gte",
 "to": "2023-10-01T00:00:00.000Z"
 },
 {
 "name": "startTime",
 "op": "lt",
 "to": "2023-10-02T00:00:00.000Z"
 }
 ],
 "view": "wrap-up"
}

The API returns a 200 OK status. The response contains the conversation details, but the wrapUpCode field is always null. I’ve verified in the UI that these calls did have wrap-up codes assigned by the agents.

I also tried adding wrapUpCode to the groupBy array, but that didn’t change anything. Is this a known limitation of the wrap-up view? Or am I missing a specific parameter to force the field to populate?

The endpoint is analytics/conversations/details/query. I’m using the Python SDK genesyscloud-python. The version is 13.0.0.