Extracting real-time call detail records (CDRs) for cost analysis using the Genesys Cloud Analytics API and a Go-based batch downloader

What You Will Build

• This script queries Genesys Cloud for voice call detail records, paginates through the complete result set, and calculates telephony costs based on call duration and destination routing.
• It uses the /api/v2/analytics/icd/details/query endpoint via the official Genesys Cloud Go SDK.
• The implementation is written in Go 1.21+ with explicit exponential backoff retry logic, structured pagination handling, and deterministic cost aggregation.

Prerequisites

• OAuth client type: Confidential client (Client Credentials Flow)
• Required scopes: analytics:icd:read, analytics:conversations:read
• SDK version: github.com/myPureCloud/platform-client-v4-go/platformclientv4 v4.15.0 or newer
• Language/runtime: Go 1.21+
• External dependencies: Standard library only (net/http, time, encoding/json, fmt, os, sync, math)

Authentication Setup

The Genesys Cloud Go SDK manages OAuth2 token acquisition, caching, and automatic refresh when you provide a confidential client ID and secret. The client credentials flow is optimal for server-to-server batch operations because it does not require user interaction and supports long-running background jobs.

You must configure the authentication URL, client identifier, and secret before initializing the API client. The SDK will automatically attach the bearer token to every subsequent request.

package main

import (
	"os"

	"github.com/myPureCloud/platform-client-v4-go/platformclientv4"
)

func initAuth() *platformclientv2.ApiClient {
	config := platformclientv2.NewConfiguration()
	
	// Genesys Cloud authentication endpoint
	config.SetAuthUrl("https://api.mypurecloud.com/oauth/token")
	
	// Inject credentials from environment variables
	clientId := os.Getenv("GENESYS_CLIENT_ID")
	clientSecret := os.Getenv("GENESYS_CLIENT_SECRET")
	
	if clientId == "" || clientSecret == "" {
		panic("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET must be set")
	}
	
	config.SetClientId(clientId)
	config.SetClientSecret(clientSecret)
	
	// Initialize the API client with the configuration
	apiClient := platformclientv2.NewApiClient(config)
	return apiClient
}

The SDK caches the access token in memory and requests a new token automatically when the current one expires. You do not need to implement manual token refresh logic for this workflow.

Implementation

Step 1: Construct the CDR Query Payload

The Analytics API requires a POST request to /api/v2/analytics/icd/details/query. The payload dictates which data dimensions return, how the data groups, and the time window for extraction. For cost analysis, you require individual interaction records rather than aggregated intervals. You must use view: "byInteraction" to receive row-level call detail records.

The size parameter caps the maximum number of records per page at 1000. You must paginate using the nextPageToken field in the response to retrieve complete datasets.

import (
	"time"
	"github.com/myPureCloud/platform-client-v4-go/platformclientv4"
)

func buildCDRQuery(startDate time.Time, endDate time.Time) *platformclientv2.PostAnalyticsIcdDetailsQueryRequest {
	return &platformclientv2.PostAnalyticsIcdDetailsQueryRequest{
		DateFrom: platformclientv2.PtrTime(startDate),
		DateTo:   platformclientv2.PtrTime(endDate),
		Size:     platformclientv2.PtrInt32(1000),
		View:     platformclientv2.PtrString("byInteraction"),
		Filter: []platformclientv2.ReportFilter{
			{
				Dimension: platformclientv2.PtrString("mediaType"),
				Operator:  platformclientv2.PtrString("eq"),
				Value:     platformclientv2.PtrString("voice"),
			},
		},
		Select: []string{
			"id",
			"durationSeconds",
			"destination",
			"direction",
			"startTime",
			"routingNumber",
			"routingName",
		},
	}
}

The select array reduces payload size by excluding unused dimensions like wrapupCode or agentEmail. The API only returns fields you explicitly request, which lowers memory consumption during batch processing.

Step 2: Execute Queries with Pagination and Rate Limit Handling

Genesys Cloud enforces strict rate limits on analytics endpoints. A 429 Too Many Requests response indicates you have exceeded the allowed queries per minute. You must implement exponential backoff to avoid cascading failures across your batch job.

The pagination mechanism relies on the nextPageToken field. When the token is null or empty, the dataset is complete. You must pass the token back in subsequent requests to retrieve the next page.

import (
	"fmt"
	"net/http"
	"time"
)

func fetchCDRPages(apiClient *platformclientv2.ApiClient, queryBody *platformclientv2.PostAnalyticsIcdDetailsQueryRequest) ([]platformclientv2.InteractiveReportDetail, error) {
	analyticsApi := platformclientv2.NewAnalyticsApi(apiClient)
	var allRecords []platformclientv2.InteractiveReportDetail
	pageToken := ""
	maxRetries := 5

	for {
		// Update query with pagination token if present
		if pageToken != "" {
			queryBody.NextPageToken = platformclientv2.PtrString(pageToken)
		}

		var response *platformclientv2.QueryResponse
		var httpResp *http.Response
		var err error

		// Retry loop for 429 rate limits
		for attempt := 0; attempt <= maxRetries; attempt++ {
			response, httpResp, err = analyticsApi.PostAnalyticsIcdDetailsQuery(*queryBody)
			
			if err != nil {
				if httpResp != nil && httpResp.StatusCode == http.StatusTooManyRequests {
					backoff := time.Duration(1<<uint(attempt)) * time.Second
					fmt.Printf("Rate limited (429). Retrying in %v...\n", backoff)
					time.Sleep(backoff)
					continue
				}
				return nil, fmt.Errorf("API error: %w", err)
			}
			break
		}

		if response == nil || response.Results == nil {
			break
		}

		allRecords = append(allRecords, *response.Results...)

		// Check for next page
		if response.NextPageToken == nil || *response.NextPageToken == "" {
			break
		}
		pageToken = *response.NextPageToken
	}

	return allRecords, nil
}

The retry logic doubles the wait time on each attempt (1s, 2s, 4s, 8s, 16s). This pattern aligns with Genesys Cloud rate limit recovery windows and prevents your client from hammering the gateway during traffic spikes.

Step 3: Parse Records and Calculate Telephony Costs

Each InteractiveReportDetail object contains the raw duration in seconds and the destination routing information. You map destinations to your carrier rate card and multiply by the duration. The API returns durationSeconds as a float64 pointer to account for fractional seconds on modern SIP trunks.

You must handle nil pointers safely. Genesys Cloud analytics fields can return null if the data was not captured or if the interaction type lacks that dimension.

type CostRecord struct {
	CallID          string
	DurationSeconds float64
	Destination     string
	CostUSD         float64
}

func calculateCosts(records []platformclientv2.InteractiveReportDetail) []CostRecord {
	// Example rate card: rate per second in USD
	rateCard := map[string]float64{
		"domestic_us": 0.0045,
		"international": 0.0120,
		"toll_free":    0.0060,
	}
	
	defaultRate := 0.0050
	var results []CostRecord

	for _, rec := range records {
		if rec.DurationSeconds == nil {
			continue
		}

		duration := *rec.DurationSeconds
		destination := "unknown"
		if rec.Destination != nil && rec.Destination.Name != nil {
			destination = *rec.Destination.Name
		}

		// Determine rate based on destination name or routing number
		rate := defaultRate
		if r, exists := rateCard[destination]; exists {
			rate = r
		}

		cost := duration * rate

		results = append(results, CostRecord{
			CallID:          *rec.Id,
			DurationSeconds: duration,
			Destination:     destination,
			CostUSD:         cost,
		})
	}

	return results
}

The cost calculation isolates the analytics extraction from the billing logic. You can swap the rateCard map with a database lookup or external pricing API without modifying the extraction pipeline.

Complete Working Example

The following module combines authentication, query construction, pagination, retry logic, and cost calculation into a single executable script. Replace the environment variables with your confidential client credentials before running.

package main

import (
	"encoding/json"
	"fmt"
	"net/http"
	"os"
	"time"

	"github.com/myPureCloud/platform-client-v4-go/platformclientv4"
)

type CostRecord struct {
	CallID          string  `json:"call_id"`
	DurationSeconds float64 `json:"duration_seconds"`
	Destination     string  `json:"destination"`
	CostUSD         float64 `json:"cost_usd"`
}

func main() {
	// Initialize authentication
	apiClient := initAuth()

	// Define time window (last 24 hours)
	endDate := time.Now().UTC()
	startDate := endDate.AddDate(0, 0, -1)

	fmt.Printf("Querying CDRs from %s to %s\n", startDate.Format(time.RFC3339), endDate.Format(time.RFC3339))

	// Build query payload
	queryBody := buildCDRQuery(startDate, endDate)

	// Fetch all pages with retry logic
	records, err := fetchCDRPages(apiClient, queryBody)
	if err != nil {
		fmt.Fprintf(os.Stderr, "Failed to fetch records: %v\n", err)
		os.Exit(1)
	}

	fmt.Printf("Total records retrieved: %d\n", len(records))

	// Calculate costs
	costRecords := calculateCosts(records)

	// Output results as JSON
	output, err := json.MarshalIndent(costRecords, "", "  ")
	if err != nil {
		fmt.Fprintf(os.Stderr, "JSON marshal error: %v\n", err)
		os.Exit(1)
	}

	fmt.Println(string(output))
}

func initAuth() *platformclientv2.ApiClient {
	config := platformclientv2.NewConfiguration()
	config.SetAuthUrl("https://api.mypurecloud.com/oauth/token")
	
	clientId := os.Getenv("GENESYS_CLIENT_ID")
	clientSecret := os.Getenv("GENESYS_CLIENT_SECRET")
	
	if clientId == "" || clientSecret == "" {
		panic("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET must be set")
	}
	
	config.SetClientId(clientId)
	config.SetClientSecret(clientSecret)
	
	return platformclientv2.NewApiClient(config)
}

func buildCDRQuery(startDate time.Time, endDate time.Time) *platformclientv2.PostAnalyticsIcdDetailsQueryRequest {
	return &platformclientv2.PostAnalyticsIcdDetailsQueryRequest{
		DateFrom: platformclientv2.PtrTime(startDate),
		DateTo:   platformclientv2.PtrTime(endDate),
		Size:     platformclientv2.PtrInt32(1000),
		View:     platformclientv2.PtrString("byInteraction"),
		Filter: []platformclientv2.ReportFilter{
			{
				Dimension: platformclientv2.PtrString("mediaType"),
				Operator:  platformclientv2.PtrString("eq"),
				Value:     platformclientv2.PtrString("voice"),
			},
		},
		Select: []string{
			"id",
			"durationSeconds",
			"destination",
			"direction",
			"startTime",
			"routingNumber",
			"routingName",
		},
	}
}

func fetchCDRPages(apiClient *platformclientv2.ApiClient, queryBody *platformclientv2.PostAnalyticsIcdDetailsQueryRequest) ([]platformclientv2.InteractiveReportDetail, error) {
	analyticsApi := platformclientv2.NewAnalyticsApi(apiClient)
	var allRecords []platformclientv2.InteractiveReportDetail
	pageToken := ""
	maxRetries := 5

	for {
		if pageToken != "" {
			queryBody.NextPageToken = platformclientv2.PtrString(pageToken)
		}

		var response *platformclientv2.QueryResponse
		var httpResp *http.Response
		var err error

		for attempt := 0; attempt <= maxRetries; attempt++ {
			response, httpResp, err = analyticsApi.PostAnalyticsIcdDetailsQuery(*queryBody)
			
			if err != nil {
				if httpResp != nil && httpResp.StatusCode == http.StatusTooManyRequests {
					backoff := time.Duration(1<<uint(attempt)) * time.Second
					fmt.Printf("Rate limited (429). Retrying in %v...\n", backoff)
					time.Sleep(backoff)
					continue
				}
				return nil, fmt.Errorf("API error: %w", err)
			}
			break
		}

		if response == nil || response.Results == nil {
			break
		}

		allRecords = append(allRecords, *response.Results...)

		if response.NextPageToken == nil || *response.NextPageToken == "" {
			break
		}
		pageToken = *response.NextPageToken
	}

	return allRecords, nil
}

func calculateCosts(records []platformclientv2.InteractiveReportDetail) []CostRecord {
	rateCard := map[string]float64{
		"domestic_us": 0.0045,
		"international": 0.0120,
		"toll_free":    0.0060,
	}
	
	defaultRate := 0.0050
	var results []CostRecord

	for _, rec := range records {
		if rec.DurationSeconds == nil {
			continue
		}

		duration := *rec.DurationSeconds
		destination := "unknown"
		if rec.Destination != nil && rec.Destination.Name != nil {
			destination = *rec.Destination.Name
		}

		rate := defaultRate
		if r, exists := rateCard[destination]; exists {
			rate = r
		}

		cost := duration * rate

		results = append(results, CostRecord{
			CallID:          *rec.Id,
			DurationSeconds: duration,
			Destination:     destination,
			CostUSD:         cost,
		})
	}

	return results
}

Common Errors & Debugging

Error: 401 Unauthorized or 403 Forbidden

• What causes it: The OAuth client lacks the required scopes, or the client credentials are invalid.
• How to fix it: Verify that your confidential client in the Genesys Cloud admin console has analytics:icd:read and analytics:conversations:read assigned. Regenerate the client secret if it was rotated.
• Code showing the fix: The SDK returns a non-nil error with the HTTP status code. Log the response body to identify the exact scope mismatch.

if httpResp != nil {
    fmt.Printf("Auth failed with status: %d\n", httpResp.StatusCode)
}

Error: 429 Too Many Requests

• What causes it: You exceeded the analytics query rate limit (typically 100 queries per minute per client).
• How to fix it: Implement exponential backoff. The complete example already includes this pattern. Avoid spawning concurrent goroutines that hammer the same endpoint.
• Code showing the fix: The retry loop in fetchCDRPages handles this automatically. Increase maxRetries if your batch job processes large date ranges during peak hours.

Error: 400 Bad Request with “Invalid date range”

• What causes it: The dateTo timestamp is earlier than dateFrom, or the range exceeds the API maximum window (typically 30 days for detail queries).
• How to fix it: Split your extraction into daily or weekly chunks. Pass valid RFC3339 timestamps.
• Code showing the fix:

if endDate.Sub(startDate).Hours() > 720 {
    fmt.Println("Date range exceeds 30 days. Split into smaller windows.")
    return
}

Error: Nil Pointer Dereference on rec.DurationSeconds

• What causes it: Some interaction types (like abandoned calls or system-generated events) do not populate duration fields.
• How to fix it: Always check for nil before dereferencing. The calculateCosts function includes if rec.DurationSeconds == nil { continue } to skip incomplete records safely.

Official References

• Analytics IC Details Query Endpoint
• Genesys Cloud Go SDK Documentation
• OAuth 2.0 Client Credentials Flow
• Rate Limiting and Retry Guidelines