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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. Choose the time frame by which you want to filter the cases [1]. 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.

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2. You can group the cases by Agents [2].

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3. If you hit on the agent’s name [3], a new pop-up window will appear with all the cases handled by the agent [4], on the selected time frame.

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4. You can arrange your interface by choosing the Case Types [5] option. Here you can divide your cases into several types, such as “Critical cases”, “User Increased Value Call”, “Accessing call recordings files”, or “Countries called”.

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5. For instance, click on Critical cases [6] to access more detailed information on a specific category [7]. A pop-up window, on the right side, will appear with the name of the agents, time, and number of occurrences.

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6. Alternatively, you can click on View all cases [8] to view your cases, from the newest to the oldest.

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7. On the top-right, you have the option Table options [9] where you can select the number of items that are displayed per page.

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8. The Filters button [10] allows you to search more specifically.

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9. In “Case type” [11] you can select in one-click all Talkdesk Guardian case types, or you can filter results by selecting one or more case types.

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10. Below, you will find the “Agents” [12] search field, where you can search by agent name.

Note: It is mandatory to have a minimum of three characters to perform the search. 

You can click on Reset filters if you wish to redefine your search parameters.

11. Select Apply [13].

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12. If you click on the drop-down arrow [14] you can export to a CSV file the data, whether you select Agents, Case types, or View all cases.

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

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

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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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