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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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Availability Date

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

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Access and Registration

Authentication

Usage

General Flow

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Supported Regions and Base URLs


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