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Talkdesk

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Before you start

You need to have access to Talkdesk's Developer Portal and ServiceNow environment to configure this integration.

In addition, to ensure that Plecto receives your data, you need to define scopes in Talkdesk before you connect it to Plecto. Read more about scopes in Talkdesk's developer documentation.

Step 1: Add scopes in Talkdesk Developer Portal

A scope limits the endpoints to which a client has access. It also determines whether a client has read or write access to an endpoint. Our integration with Talkdesk requires you to add scopes in Talkdesk's Developer Portal before you can connect your Talkdesk account to Plecto.

  1. Go to the Talkdesk Developer Portal and sign in.

  2. Navigate to the OAuth Clients tab. Here you should see your company name.

  3. Click to edit your company's client profile and add scopes. Here's a list of scopes that need to be added to each of the data types. Find Talkdesk's documentation on scopes here.

    • Calls: This data type is fetched from Explore API and requires the following scopes:
      data-reports:write
      data-reports:read

    • User Status: This data type is fetched from Explore API and requires the following scopes:
      data-reports:write
      data-reports:read

    • Real-time Metrics: This data type is fetched from Live API and it needs the following scopes:
      live-queries:read
      live-subscriptions:read
      live-subscriptions:write

Step 2: Get your Talkdesk credentials from ServiceNow

What do I need?

  • Client ID

  • Client Secret

You can obtain the Client ID and Client Secret from your ServiceNow environment:

  1. Log in to ServiceNow and navigate to System OAuth > Application Registry > Talkdesk.

  2. Click on the word "here" in the info message at the top of the page. The message is similar to the following: "This record is in the Talkdesk application, but [Name] is the current application. To edit this record click here."

  3. You can now see both the Client ID and Client Secret under the application name. To copy the Client Secret, click on the lock icon next to it.

  4. You will have to use these credentials to integrate Talkdesk with Plecto.

Step 3: Create Talkdesk data sources in Plecto

  1. Go to Data sources > New data source > Talkdesk.

  2. You will be asked to provide the following details:

    1. Client ID and Client Secret: Copy the information from your ServiceNow environment.

    2. Domain: Provide the full domain, for example: examplecompany.talkdeskid.com You can find it in the URL when logged in Talkdesk.

    3. Time zone

  3. Click Next to continue.

  4. Select the data you want to import.

  5. Configure your data source settings. Here, you can change the title, choose the default date, select which fields to import, and more.

  6. Click Next to choose how much data to import and how long you want to keep it in the data source.

  7. Click Import to finish.

Available data

We offer three data types that you can import from Talkdesk to Plecto. For each data type you add, Plecto will create one data source.

Here are all the data types you can currently import from Talkdesk to Plecto:

  • Calls

  • User Status

  • Realtime Metrics: This data type allows you to stream ready-made KPIs on Plecto dashboards directly from TalkDesk by using Live API. To add streaming data, contact support@plecto.com to enable this feature for you.

Streaming data: Talkdesk Realtime Metrics

You can show live employee status on your table widgets on dashboards. The status comes from a streaming data source, so it will update every few seconds.

Here's how to add the employee status for Talkdesk on your table widgets:

  1. Use an existing Realtime Metrics data source or create a new one.

  2. In the data source settings, find a Dimension field and select Live Employee Status. Save the data source settings.

  3. On your dashboard, add a new table widget or use an existing one. If you create a new widget, save it first, then edit again (after saving, a new option called Show employee status will appear).

  4. Now, add a column and any of your Talkdesk formulas, for example, Number of Talkdesk Calls. This will make some employees appear on your table widget.

  5. Finally, check the Show employee status box and save the widget. Plecto will start pulling data from your Talkdesk streaming data source. You will get two new columns: Status and Time in Status.

Note! Plecto will only update the streaming status of employees displayed in the table widget.

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