Visualize Talkdesk Data in Tableau

The CData ODBC Driver for Talkdesk enables you to access live Talkdesk data in business intelligence tools like Tableau. In this article, you will integrate Talkdesk data into a dashboard that reflects changes to Talkdesk data in real time.

The CData ODBC drivers offer unmatched performance for interacting with live Talkdesk data in Tableau due to optimized data processing built into the driver. When you issue complex SQL queries from Tableau 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 (often SQL functions and JOIN operations) client-side. With built-in dynamic metadata querying, you can visualize and analyze Talkdesk data using native Tableau data types.

Connect to Talkdesk as an ODBC Data Source

If you have not already, first specify connection properties in an ODBC DSN (data source name). This is the last step of the driver installation. You can use the Microsoft ODBC Data Source Administrator to create and configure ODBC DSNs.

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.

When you configure the DSN, you may also want to set the Max Rows connection property. This will limit the number of rows returned, which is especially helpful for improving performance when designing reports and visualizations.

Add Talkdesk Data to a Dashboard

1. Click Connect to Data -> More Servers -> Other Databases (ODBC).
   Select the CData Data Source Name (for example: CData Talkdesk Source).
2. In the Database menu, select CData.
3. In the Table box, enter a table name or click New Custom SQL to enter an SQL query. This article retrieves the Users table.
4. Drag the table onto the join area. At this point, you can include multiple tables, leveraging the built-in SQL engine to process complex data requests.
5. In the Connection menu, select the Live option, so that you skip loading a copy of the data into Tableau and instead work on real-time data. The optimized data processing native to CData ODBC drivers enables unmatched performance in live connectivity.
6. Click the tab for your worksheet. Columns are listed as Dimensions and Measures, depending on the data type. The CData driver discovers data types automatically, allowing you to leverage the powerful data processing and visualization features of Tableau.
7. Drop the Id column in the Dimensions pane onto the dashboard. When you select dimensions, Tableau builds a query to the driver. The results are grouped based on that dimension. In Tableau, the raw query is automatically modified as you select dimensions and measures.

8. Drag the Name column in the Measures field onto the Detail and Color buttons. Tableau executes the following query:

   
   SELECT Id, SUM(Name) FROM Users GROUP BY Id
   

   When you select a measure, Tableau executes a command to the driver to calculate a summary function, such as SUM, AVG, etc., on the grouped values. The SQL engine (embedded within the driver) is leveraged to process the aggregation of the data, where needed, providing a seamless experience in Tableau, regardless of the data source.

   To change the summary function, open the Name menu and select the summary you want in the Measure command.

   

9. You can create other charts using dimensions and measures to build SQL queries visually:

   

With the CData ODBC Driver for Talkdesk, you get live connectivity to your Talkdesk data, allowing you to build real-time charts, graphs, and more.