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Using Talkdesk Guardian Cases


You can start exploring all the Talkdesk Guardian™ functionalities, such as “Cases”, by following these steps:


  1. Log in to your Talkdesk account as Admin.
  2. Click on My Apps [1].
  3. On the pop-up screen, select Guardian [2].

A new window will appear, and you will be redirected to Guardian’s “Homepage”.


4. Choose Cases [3].

On the “Cases” page you will be briefed on unusual security threats events (Cases) that occurred, with full details. 

You will see the following information:


1. On the top left of the screen, you’ll see the filtered time frame. To change it, click on the filters icon[1].


2. The “Filters” button allows you to search more specifically. Choose the time frame by which you want to filter the cases [3], after clicking the drop-down arrow [2]. By default, it’s set up for the “Last 24 hours”, but you have the option to customize it and select a date up to one year back.

3. Select Apply [4].

Tip: You can undo the filters by clicking Reset filters, on the left side.


You can also group the cases by Agents.

cases_4.pngIf you hit on the agent’s name [1], a new pop-up window will appear with all the cases handled by the agent [2], on the selected time frame.


You can arrange your interface by choosing the Case Types option.


For instance, click on Population inbound calls [1] to access more detailed information on this specific category [2]. A pop-up window, on the right side, will appear with the name of the agents, time, and number of occurrences.


Alternatively, you can click on View all cases to view your cases, from the newest to the oldest.

cases_8.pngOn the top-right, you have the option Table options [1] where you can select the number of items that are displayed per page.

cases_9.pngIf you click on the drop-down arrow [2] you can export to a CSV file the data, whether you select Agents, Case types, or View all cases.


On the main page, you can see the number of “Total cases”, “Total agents”, “Total case types”, and the three more frequent case types, according to the search criteria you applied.


Whenever there are alterations, you will be informed through push notifications:


If you click on the bell icon, in the bottom left corner, any new notifications will be shown on a pop-up menu. Every 24 hours the system will generate a report.





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