Talkdesk Guardian™ is a native cloud compliance application that enables contact centers to mitigate the risks of a distributed workforce. For more information, please visit our Talkdesk Guardian documentation.
- July 13, 2022
- April 26, 2022
- March 7, 2022
- January 19, 2022
- November 25, 2021
- October 27, 2021
- October 14, 2021
- March 31, 2021
July 13, 2022
On Wednesday, July 13th, 2022, we are releasing version 1.5.1 of Talkdesk Guardian™, which includes the following:
New:
- Guardian Call Quality API:This new feature allows you to access users’ call quality information from the last 30 days.
Enhancements:
- Bug fixes and other performance improvements.
April 26, 2022
On Tuesday, April 26th, 2022, we are releasing version 1.5.0 of Talkdesk Guardian™ which includes the following:
New:
- New cases added: Guardian has added two new items - User calling same number and User premium-rate calls - to the list that is currently presented on the Cases page. These new cases help supervisors verify if any agents are gaming the system.
- More identifiers: In the Users and Logs pages, the user’s email has been added, as well as the user ID when exporting the Users or Logs sessions to a CSV file, so it is easier to uniquely identify users.
Enhancements:
- Bug fixes and other performance improvements.
March 7, 2022
On Monday, March 7th, 2022, we are releasing version 1.4.0 of Talkdesk Guardian™, which includes the following:
New:
- Redirect Identity users to the new Identity app: If you go to Guardian and navigate to the Identity tab, you’ll be informed that there is a new app and see a button that will take you to it.
Enhancements:
- Bug fixes and other performance improvements.
January 19, 2022
On Wednesday, January 19th, 2022, we are releasing version 1.1.9 of Talkdesk Guardian™, which includes the following:
New:
- Guardian: Call quality:
- The Round Trip Time and call IDs are now shown within the call quality metrics.
- Users are able to create a report and be notified by email when the call quality is not acceptable (status = bad).
- A link was added to the “User details” so that the user is able to get more insights on the calls performed.
- Users are able to export the call quality history of a particular user into a .CSV file for further analysis.
- You will only see calls for which metrics were calculated.
Enhancements:
- Bug fixes and other performance improvements.
November 25, 2021
On Thursday, November 25th, 2021, we are releasing version 1.1.8 of Talkdesk Guardian™ which includes the following:
New:
- Guardian: Call quality. You’ll be able to see the level of call quality that users are experiencing. Directly within the Guardian UI, you are able to understand and further assess the Jitter, Packet Loss, and MOS metrics captured. Metrics are exposed programmatically, allowing internal systems to leverage them as input and report on them.
- Guardian Guardrails: Cases API: It is now possible to fetch data via API from the "Cases" endpoint and connect current systems (E.g. SIEM or UBA) to Guardian. This way, as data is fetched into those systems, logic such as notifications, or reporting, can be triggered.
Enhancements:
- Bug fixes and other performance improvements.
October 27, 2021
On Wednesday, October 27th, 2021, we are releasing version 1.1.7 of Talkdesk Guardian™, which includes the following:
New:
- Support Access: Now within the "Sessions" dashboard, you can identify which entries are driven by the so-called "Impersonate Agent" feature. You’ll see “Support Access” written below the name.
Enhancements:
- Bug fixes and other performance improvements.
- Subtitles with context description: Subtitles were added to all pages in Guardian, so you can quickly understand what is presented on the different pages and lists.
October 14, 2021
On Thursday, October 14th, 2021, we are releasing version 1.1.6 of Talkdesk Guardian™, which includes the following:
New:
- Guardian Guardrails: APIs: Logs > Users: You can now leverage Guardian-driven data across your enterprise systems by connecting Users data to your existing rules-based alarm system.
- Guardian Identity: Phone Validation: Your agents can see the status and current risk score of inbound calls, including a Fraud Score and an Overall Call Status (Safe/Suspicious/High Risk), and whether the phone number being used is:
- Active | VOIP | Prepaid.
- Risky | Involved in recent abuse.
- Wireless | Landline.
Enhancements:
- Bug fixes and other performance improvements.
- Session Widget: A new widget is now available in the “Overview” dashboard page where you can view how many users are active and inactive.
- “All sessions” and “Last session per user”: You can quickly filter to see all active and inactive sessions or just the last session per user.
March 31, 2021
On Wednesday, March 31st, 2021, we will release Talkdesk Guardian™.
Guardian is a new product aimed to make sure a CX operation is safe from careless misuse or deliberate malpractice by contact center agents. Focusing on agent efficiency and effectiveness, Guardian is driven by behavioral analytics and powered by machine learning.
Included in all Talkdesk CX Cloud licenses, Guardian monitors agent behavior and detects anomalies, while enabling a CX supervisor or administrator with access to logs and user profiles.
What's Included
Guardian consists of a single application that allows designated users to know if other users are engaging in out-of-the-norm activities or risky behavior.
The release includes the following main features:
How to Install
Guardian will be automatically installed in your Talkdesk account. By default, Administrators will have access to Guardian and can provide access to other roles.