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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.

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.

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

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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.

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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.

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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.

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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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