Data Model
The provider models entities in the Talkdesk API as an easy-to-use SQL database, using views and stored procedures. These objects are defined in schema files, which are simple, easy-to-read text files that describe the structure and organization of the data. Live connectivity to these objects means any changes to your Talkdesk account are immediately reflected when using the provider.
Views
The Views section describes the available views. Views model entities you can query with SQL.
Common views include:
| View | Description |
| Users | Lists the user accounts in the Talkdesk instance. |
| Teams | Lists teams from the Industries Scheduler API. |
| Queues | Lists the queues (formerly Ring Groups) in the Talkdesk account. |
| UserQueues | Lists the user-to-queue assignments. |
| Contacts | Lists customer contacts in the Talkdesk account. |
| ContactIntegrations | Lists external integrations linked to a specific contact. |
| Cases | Lists cases in the Talkdesk account. |
| CaseFields | Lists case field definitions and their dictionary values. |
| Callbacks | Lists scheduled callbacks. |
| Campaigns | Lists outbound dialer campaigns. |
| CampaignUsers | Lists the campaign-to-user assignments. |
| CampaignRecordLists | Lists the record lists assigned to each campaign. |
| CampaignDoNotCallLists | Lists the do-not-call lists assigned to each campaign. |
| RecordLists | Lists outbound dialer record lists. |
| RecordListRecords | Lists individual records inside a record list. Requires a RecordListId filter. |
| DoNotCallLists | Lists do-not-call lists. |
| DoNotCallEntries | Lists phone number entries inside a do-not-call list. Requires a DoNotCallListId filter. |
| Attributes | Lists routing attributes used by the Talkdesk routing engine. |
| AttributeCategories | Lists categories that group routing attributes. |
| AttributeUsers | Lists the routing-attribute-to-user assignments. |
| Prompts | Lists audio prompts used in Studio flows. |
| PromptFlows | Lists the Studio flows that consume a specific prompt. Requires a PromptId filter. |
| PromptsUsage | Lists usage counts for prompts. |
| Account | Returns information about the authenticated Talkdesk account. |
| BillingAccounts | Lists the Talkdesk accounts under the organization for billing insights. |
| Invoices | Lists invoice lines for billing insights. |
| Products | Lists the Talkdesk products available for billing insights. |
| Subscriptions | Lists contract subscriptions for billing insights. |
| Wallets | Lists account wallets and their credit balances. |
| MonthlyUsage | Lists monthly usage data aggregated by product. |
| BucketConfigurations | Lists account bucket configurations for usage tracking. |
| GuardianUsers | Lists users via the Guardian API. |
| GuardianUserRoles | Lists the role-change history for a Guardian user. |
| GuardianSessionLogs | Lists session login and logout activity via the Guardian API. |
| GuardianCases | Lists anomaly detection cases via the Guardian API. |
| GuardianCallsQuality | Lists call quality metrics from the previous 30 days via the Guardian API. |
| ScimUsers | Lists user identities exposed through the SCIM 2.0 endpoint. |
| ResourceTypes | Lists the SCIM resource types supported by the service provider. |
Report Views
Report views are a subset of this provider's views. Each report name ends with Report. Report views are still queried with normal SQL.
Available Report Views
| View | Description |
| CallsReport | The Calls Report (All Data Status). Returns one row per call interaction with talk time, hold time, wait time, agent details, IVR options, CSAT score, mood, and disposition codes. |
| ContactsReport | The Contacts Report. Returns detailed information for each contact within an interaction (voice, callbacks, messaging, etc.). |
| OutboundDialerCallsReport | The Outbound Dialer Calls Report. Returns metrics for calls dialed via Outbound Dialer campaigns. |
| RingAttemptsReport | The Ring Attempts Report. Returns row-level detail for each ring attempt against an agent. |
| HoldTimeDataReport | The Hold Time Data Report. Returns hold time data per agent and ring group. |
| FeedbackReport | The Feedback Report. Returns CSAT survey responses and the associated interaction metadata. |
| MessagingContactsReport | The Messaging Contacts Report. Returns detailed information about digital interactions at the conversation level. |
| MessagingTrafficReport | The Messaging Traffic Report. Returns one row per message with sender, direction, and interaction details. |
| UserStatusReport | The User Status Report. Returns the raw log of agent status changes. |
| AuditLogsReport | The Audit Logs Report. Records who used the Talkdesk systems, what they did, and when. |
| StudioFlowExecutionReport | The Studio Flow Execution Report. Returns step-level detail for each interaction processed by a Studio flow. |
| QMEvaluationAnalysisReport | The Quality Management Evaluation Analysis Report. Returns the data collected during agent evaluations. |
| WFMTimeseriesReport | The WFM Timeseries Report. Returns timeseries data used to generate forecasts and schedules within WFM. |
| WFMScheduleAdherenceReport | The WFM Schedule Adherence Report. Returns data on whether agents adhered to their schedule. |
| CallQueuesReport | Links Calls Report rows to Queues. |
| ContactQueuesReport | Links Contacts Report rows to Queues. |
| ContactHandlingQueuesReport | Links Contacts Report rows to handling Queues. |
| MessagingContactQueuesReport | Links Messaging Contacts Report rows to Queues. |
| MessagingContactHandlingQueuesReport | Links Messaging Contacts Report rows to handling Queues. |
| UserStatusQueuesReport | Links User Status Report rows to Queues. |
| RingAttemptQueuesReport | Links Ring Attempts Report rows to Queues. |
| QMEvaluationAnalysisQueuesReport | Links QM Evaluation Analysis rows to Queues. |
Filters
Every report view exposes three pseudocolumns that map to the timespan inputs accepted by Talkdesk:
- TimespanFrom: The inclusive start of the time range. Supports the >= operator.
- TimespanTo: The exclusive end of the time range. Supports the < operator.
- Timezone: An IANA timezone (for example, America/New_York) used by the API when bucketing time-sensitive values. Supports the = operator.
Whenever the query does not supply both bounds, the provider defaults the missing bound so that the time range is always a single 31-day (one month) window, anchored on whichever bound was supplied. If both TimespanFrom and TimespanTo are omitted, the range defaults to the last 31 days (TimespanFrom is set to 31 days before the current time and TimespanTo to the current time). If only TimespanFrom is supplied, TimespanTo is set to 31 days after it. If only TimespanTo is supplied, TimespanFrom is set to 31 days before it.
If TimespanFrom or TimespanTo is used with an operator other than the one listed above, the query will not be executed and an error is thrown.
If Timezone is omitted from the query, the provider uses the system's default timezone.
How a Report Query Is Executed
Report views are backed by the Talkdesk asynchronous reporting API rather than a direct query. When you SELECT from a report view, the provider submits one or more report jobs, waits for each to finish generating, and downloads the results. Rows are always returned in chronological order.
The reporting API accepts a window of at most 31 days per job. When a query requests a wider range with the TimespanFrom and TimespanTo filters, the provider automatically splits it into consecutive slices of 31 days or fewer and creates one report job per slice. The following connection properties control this process:
- MaxBatchReportJobs: How many report jobs are created at a time. The jobs in a batch are generated concurrently on the server, but are downloaded strictly in order, one at a time; once a batch is fully consumed, the next batch is fetched. A higher value can reduce the overall wait when querying large date ranges. The default is 5.
- ReportPollingInterval: How many seconds the provider waits between status checks while a report job is still generating. The default is 5.
- ReportQueryTimeout: The maximum time, in seconds, a single report query may run, measured across all of its report jobs. The default is -1, which lets the query run without a timeout.
Depending on the amount of data and the size of the requested time window, generating a report can take a long time. If you set ReportQueryTimeout to a positive value and encounter timeouts on large date ranges, increase it or leave it at the default of -1 to run without a timeout.
Stored Procedures
Stored Procedures are scripts that are invoked via SQL queries. They perform tasks beyond standard CRUD operations, and can be used to search, update, and modify information in Talkdesk.
| GetCallRecordings | Returns all recordings for the specified call. |
| DownloadPromptAudioFile | Downloads the audio file for the specified prompt. |