Build Semantic Layer Views for Talkdesk Data in APOS Live Data Gateway

APOS Live Data Gateway (LDG) is a data connection and data transformation solution that enables live data connectivity and expanded data source options for SAP Analytics Cloud and other SAP solutions. When paired with CData Connectors, users can build semantic layer views for live Talkdesk data, enabling real-time analytics on Talkdesk just like working with a relational database.

With built-in optimized data processing, the CData Connector offers unmatched performance for interacting with live Talkdesk data. When you issue complex SQL queries to Talkdesk, the driver pushes supported SQL operations, like filters and aggregations, directly to Talkdesk and utilizes the embedded SQL engine to process unsupported operations client-side (often SQL functions and JOIN operations). Its built-in dynamic metadata querying allows you to work with and analyze Talkdesk data using native data types.

Download and Install the Connector Files

In order to access Talkdesk data through the APOS Live Data Gateway, you will need to download the connector files from APOS and install them on the machine hosting the Live Data Gateway. An APOS representative can deliver the necessary files.

• Install the CData DLL file (System.Data.CData.Talkdesk.dll) to the APOS Live Data Gateway installation directory (C:\Program Files\Live Data Gateway\Admin\ by default).
• Install the CData JAR file (cdata.jdbc.talkdesk.jar) to the ConnectionTest_lib folder in the installation directory (C:\Program Files\Live Data Gateway\Admin\ConnectionTest_lib\ by default).
• Install the CData JAR file (cdata.jdbc.talkdesk.jar) to the lib folder in the Web UI installation directory (e.g.: C:\LDG_WebUI\lib\)

Configuring the Talkdesk Connection String

Before establishing the connection to Talkdesk from the APOS Live Data Gateway, you need to configure the Talkdesk JDBC Connection String.

Built-in Connection String Designer

For assistance in constructing the JDBC Connection String, use the connection string designer built into the Talkdesk JDBC Driver. Either double-click the JAR file or execute the jar file from the command-line.

java -jar cdata.jdbc.talkdesk.jar

Fill in the connection properties and copy the connection string to the clipboard.

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.

Your connection string will look similar to the following:

jdbc:Talkdesk:AccountName=myAccount;Region=US;OAuthClientId=myClientId;OAuthClientSecret=myClientSecret;

Connecting to Talkdesk & Creating a Semantic Layer View

After installing the connector files and configuring the connection string, you are ready to connect to Talkdesk in the Live Data Gateway Admin tool and build a semantic layer view in the Live Data Gateway Web UI.

Configuring the Connection to Talkdesk

1. Log into your APOS Live Data Gateway Manager
2. If you haven't already, update your APOS LDG license file
   1. Click File -> Configurations
   2. Click on the "..." Menu for the License
   3. Select the license file from the APOS team that includes your CData Connector license
3. In the APOS Live Data Gateway Manager, click "Add"
4. In the APOS Live Data Gateway On the Connection tab, configure the connection:
   • Set Data Source to "Database"
   • Set Database to "CData Drivers"
   • Set Database CData Drivers to "Talkdesk"
   • Set Connection String to the connection string configured earlier (e.g.:

     jdbc:Talkdesk:AccountName=myAccount;Region=US;OAuthClientId=myClientId;OAuthClientSecret=myClientSecret;

   • Set Driver Class to "cdata.jdbc.talkdesk.TalkdeskDriver" (this should be set by default)
   
5. Click Test Connection
6. Click Save
7. Give your connection a unique prefix (e.g. "talkdesk")
8. Highlight the newly created connection and click File -> "Approve Users For Web UI"
9. Approve the appropriate DB users to create views and click "Save"

At this point, we are ready to build our semantic layer view in the Live Data Gateway Web UI.

Creating a Semantic Layer View

1. In your browser, navigate to the APOS Live Data Gateway Portal
2. Select a Connection (e.g. "talkdesk")
3. Since Talkdesk does not require a User or Password to authenticate, you may use whatever values you wish for User Name and Password
4. Click "Login"
5. Once connected, click "Semantic Layer" to create a new semantic layer view
6. Click "New Semantic Layer View"
7. Set the Semantic Layer View Prefix and Semantic Layer View Name
8. Click "Step 2"
9. Select the table(s) and column(s) you wish to include in your view
10. Click "Step 3"
11. Select the Measures from the available table columns
12. Click "Step 5" (we skipped the "Extra Dimensions" step)
13. Add any Variable Prompts
14. Click "Step 6"
15. Define any Table Joins
16. Click "Review"
17. Review you semantic layer view and click "Save"

With the Semantic Layer View created, you are ready to access your Talkdesk data through the APOS Live Data Gateway, enabling real-time data connectivity to Talkdesk data from SAP Analytics Cloud and other SAP solutions.

More Information & Free Evaluation

Please visit APOS Systems - APOS Solutions - Request Evaluation Software to request evaluation software or email [email protected] for more information on working with your live Talkdesk data in APOS Live Data Gateway.