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Release Notes | March 31, 2021 | Talkdesk Guardian

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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:

Overview 

Cases 

Logs

Users 

 

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. 

For more information, please reach out to your Customer Success Manager or contact Talkdesk Support.

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