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Using Talkdesk Guardian Cases

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

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  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”.

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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:

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

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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.

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You can also group the cases by Agents.

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If 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.

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

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For instance, click on Calling same number[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 the number of occurrences.

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

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

If 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:

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

 

List of Guardian “Cases”

The following table shows an up-to-date list of Guardian “Cases” and what those mean:

Name

Description

Bad call quality

Whenever a call is classified as “BAD,” in terms of its network quality.

User same number

This user has called the same number often in the last hour.

User premium calls

This user made or received a premium-rate call.

Login browser

The user logged in from a browser that was not used regularly in the last 30 days.

Login IP address

The user logged in from an IP Address that was not used regularly in the last 30 days.

Login country code

The user logged in from a country that was not used regularly in the last 30 days.

Operating System

The user logged in from an OS that was not used regularly in the last 30 days.

Country calls

The user made or received calls to or from unusual countries in the last 30 days.

 

The “Cases” in the following table will be deprecated, although they will continue to be listed in the app, will not be triggered:

Name

Description

Population sessions

This user has more sessions than other users.

User sessions

The number of sessions this user participated in increased.

Population IPs

Outstanding number of IP addresses used by this user compared with others.

User IPs

The number of IP addresses used by this user has grown.

Population countries

User login-related activity by country is higher than other users.

User countries

Higher user login-related activity by country.

Population devices

Increased number of devices used by this user compared with others.

User devices

The number of devices used by this user has increased.

Population countries called

The number of calls, made and received, from different countries by this user is higher when compared with other users.

User countries called

Increased number of calls, inbound and outbound, made in different countries by this user.

Population premium-rate calls

The number of premium-rate, inbound and outbound, calls for this user is above the average of identical calls made by other users.

Population login attempts

This user has more login attempts than others.

User login attempts

Increased number of login attempts made by this user.

Population inbound calls

This user has received more inbound calls than other users.

User inbound calls

This user has a higher number of inbound calls.

Population outbound calls

This user has made more outbound calls than other users.

User outbound calls

This user has a higher number of outbound calls.

Population call holding time

This user has placed callers on hold for longer periods of time compared to other users.

Population inbound calls off hours

There is a higher number of inbound calls after business hours made by this user.

Population outbound calls off hours

There is a higher number of outbound calls after business hours made by this user.

Population speed to answer

This user is taking longer to answer a call.

User missed calls

This user has more missed calls than other users.

 

 

 

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