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Data Model

The Live API follows the Talkdesk® New Data Model.

Overview

The Live API allows you to obtain your real-time metrics for a better overview of your call center operations, providing you with real-time information.

These real-time metrics are obtained via HTTP SSE notifications, available in Talkdesk Live (real-time live monitoring dashboard of a Talkdesk account activity). This will allow you to get updates on changing data with a minimum frequency of five seconds up to a maximum of 60 seconds (when no change occurs), up to a maximum of 16 metrics per subscription.

The Live API also allows creating a tailored dashboard in the Data Visualization tool, and/or crossing it with other data from the user for further analysis.

You can also develop software using the Live API as an input source. Some use cases could be:

  • Triggering actions based on the input information.
  • Storing data on your side to complement other data sources.

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Use Case

As a real life example, consider the scenario where a global company has multiple Talkdesk accounts, for different affiliates around the globe, but they want to have a live dashboard with the aggregated metrics from reach region. Or, alternatively, consider a company that has a live dashboard with KPIs from other areas besides Customer Experience. You can use the Live API to pull data from Talkdesk and show it jointly with data from other systems.

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Access and Registration

Authentication

Usage

General Flow

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Supported Regions and Base URLs

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Availability Date

The Live API has been in General Availability since December 2020.

Troubleshooting

If you have any questions regarding the usage of this API, or if you’re having any technical issues, please open a ticket using this form.