Talkdesk

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. Find the list of data sources under Data management > Data sources. 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. This data type is only available per request. Please contact our support team if you'd like us to enable it for you.

You need 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.

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

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.

1. Go to Data management > 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. Subdomain: The subdomain is your account name. You can find it in the URL when logged in Talkdesk. For example, in examplecompany.talkdeskid.com, the subdomain is examplecompany
   3. Time zone
3. Click Next to continue.
4. (Optional) Expand the Advanced settings to change the data source title, default date field used in formulas, or other settings. You can access the settings also after you've created the data source.
5. Click Next to continue and import your data.

To help you get started, Plecto imports a month's worth of data automatically. If you want to import more data, follow this guide: Manual Refresh and Import of Data.