Talkdesk is a telephony platform that is mainly used for phone. More information about Talkdesk can be found here.
Connecting Talkdesk to Assembled
If you run into any issues during this step, please reach out to our Support Team
- OAuth 2.0
- We will need you to provide us with these items:
- Your Talkdesk account name (e.g assembled.talkdesk.com).
- Your Talkdesk subscription plan.
- The email address of your Talkdesk admin.
- Once you have the information above, please send over a request to our Support Team who can help configure Talkdesk for you.
- We will need you to provide us with these items:
- NOTE: This allows Assembled to make API requests on behalf of your account. As a result, this will cause an overall increase in your API usage.
- Successfully connecting Talkdesk will have a “Synced”, “Sync in progress” or “Connected” field on the specific card in the Settings > Integrations page.
Sync jobs on Assembled
For Talkdesk, these are the sync jobs created:
| Sync job | Definition | Frequency |
|---|---|---|
| backfill | Syncs data in the past, for a total of 5 years from the time the sync job was created. | As fast as possible |
| default | Syncs new and updated data | Every 5 minutes |
| agent_states | Syncs agent states | Every minute |
Verify the Talkdesk connection
There are two places on Assembled for you to verify if the integration has been correctly added. If either of these display zero or abnormal numbers, please reach out to our Support Team.
| Assembled | Type of data |
|---|---|
| Realtime dashboard | Agent states + contact data |
| Staffing Timeline → Contacts | Contact data |
Talkdesk endpoints/services that we integrate with
/users
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | User data |
| What is the rate limit for this endpoint? | Unavailable |
| How often does Assembled hit this endpoint? | On demand |
/data/reports/calls/files/:id
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Ticket data |
| What is the rate limit for this endpoint? | Unavailable |
| How often does Assembled hit this endpoint? | Every 5 minutes |
/data/reports/user_status/files/:id
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Agent states |
| What is the rate limit for this endpoint? | Unavailable |
| How often does Assembled hit this endpoint? | Every 1 minute |
Talkdesk integration mappings
User roles
| Talkdesk | Assembled |
|---|---|
| Agent | Standard |
Ticket data (Phone)
| Talkdesk | Assembled |
|---|---|
| start_at + (total_time - talk_time) | first_responded_at |
| total_time - talk_time (SLA) | first_response_duration |
Ticket status
| Talkdesk | Assembled |
|---|---|
| inbound | solved |
| outbound | solved |
| abandoned | closed |
| short-abandoned | closed |
| missed | closed |
| voicemail | closed |
| empty |
FAQ
- We track the SLA for calls via the
total_time-talk_timemetrics from Talkdesk.
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