Connect to Talkdesk Data in ACL Analytics

ACL Analytics, part of Diligent HighBond, is a powerful data analysis software primarily used for audit, risk management, and compliance. It enables professionals to examine and analyze large volumes of data to identify anomalies, trends, and potential risks or fraudulent activities.

CData Connect AI offers a dedicated cloud-to-cloud interface for Talkdesk, enabling analytics directly from live Talkdesk data within ACL Analytics, all without the need for data replication to a native database. With its inherent optimized data processing capabilities, CData Connect AI efficiently channels all supported SQL operations, including filters and JOINs, directly to Talkdesk. This leverages server-side processing to swiftly deliver the requested Talkdesk data.

Configure Talkdesk Connectivity for ACL Analytics

Connectivity to Talkdesk from ACL Analytics is made possible through CData Connect AI. To work with Talkdesk data from ACL Analytics, we start by creating and configuring a Talkdesk connection in CData Connect AI.

1. Log into Connect AI, click Sources, and then click Add Connection

2. Select "Talkdesk" from the Add Connection panel

3. Enter the necessary authentication properties to connect to Talkdesk. Enter the necessary authentication properties to connect to Talkdesk.

   Talkdesk uses the OAuth 2.0 Client Credentials grant. There is no browser-based authorization step and no callback URL.

   Set the following connection properties:

   • AccountName: The name of your Talkdesk account.
   • Region: The region where your Talkdesk instance is deployed. Supported values are US (default), EU, CA, AU, UK, and FedRamp.
   • OAuthClientId: The Client Id assigned when you registered your custom OAuth application.
   • OAuthClientSecret: The Client Secret assigned to your custom OAuth application.

   Creating a Custom OAuth Application

   1. Log in to your Talkdesk account and select OAuth Clients from the navigation menu.
   2. Click Create OAuth Client and give the client a descriptive name.
   3. Set Grant Type to Client Credentials.
   4. Click Add scopes and select the scopes for the data you want to access.
   5. Click Create and copy the Client Id and Client Secret.

   When you connect, the driver automatically requests an access token from Talkdesk, caches it, and refreshes it when it expires. Make sure the scopes selected for the application match the views you plan to query, or the token request can fail.

   
4. Click Save & Test
5. Navigate to the Permissions tab in the Add Talkdesk Connection page and update the User-based permissions.

Add a Personal Access Token

When connecting to Connect AI through the REST API, the OData API, or the Virtual SQL Server, a Personal Access Token (PAT) is used to authenticate the connection to Connect AI. It is best practice to create a separate PAT for each service to maintain granularity of access.

1. Click on the Gear icon () at the top right of the Connect AI app to open the settings page.
2. On the Settings page, go to the Access Tokens section and click Create PAT.
3. Give the PAT a name and click Create.
4. The personal access token is only visible at creation, so be sure to copy it and store it securely for future use.

With the connection configured and a PAT generated, you are ready to connect to Talkdesk data from ACL Analytics.

Connect to Talkdesk from ACL Analytics

The steps below outline connecting to CData Connect AI from ACL Analytics to create a new Talkdesk data source. The CData Connect AI Virtual SQL Server allows you to establish a connection to your data from integration tools that support connections to SQL servers. The Virtual SQL Server mimics the behavior of a traditional SQL server, and it supports a range of query options.

1. With your Analytics File open, select 'Import' --> 'Database and application'
2. Create a new SQL Server connection
3. Set the connection information
   • Server: tds.cdata.com
   • Port: 14333
   • Auth Scheme: Password
   • Username: a Connect AI user, for example, [email protected]
   • Password: the PAT for the above Connect AI user
   • Database: the name of your Talkdesk connection, for example, Talkdesk1
   
4. Click "Test Connection"
5. Click "OK"
6. You are now ready to work with your Talkdesk data in ACL Analytics!

Live connections to Talkdesk data from your applications

ACL Analytics can now connect to live Talkdesk data directly through Connect AI, allowing you to analyze Talkdesk data without duplicating it.

To get live data access to hundreds of SaaS, Big Data, and NoSQL sources directly from your applications, try CData Connect AI today!