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Guardian FAQ

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General

How does Guardian help me understand how my agents are behaving?

Guardian shows if and where your agents might be engaging in risky behavior or outside the “norm”. To check agents' behavior, see a quick summary in Overview or drill further by inspecting the Cases section.

 

What are Cases?

Cases are driven by behavioral analytics and powered by machine learning, to help you detect edge behaviors driven by lack of awareness or deliberate fraud.

 

What do I see in Logs?

Logs show you the Sessions audit logs, where you can find, in real-time, who is logged into your Talkdesk account(s), as well as when they logged in, from where, which device was used, and for how long they were active.

 

Does Users allow me better visibility of my workforce?

Yes. In the Users section, you can get a snapshot view of all your users' profiles, enabling you to detect roles, ring groups, accounts, and status areas of improvement.

 

Why are the dates on the CSV file that I exported in a different format from what I normally use?

When you download a CSV file with timestamps, the time in the file is always UTC, which stands for Universal Time, Coordinated.

A date in UTC format looks like this: 2010-11-15. The format contains a four-digit year, a two-digit month, and a two-digit day, separated by hyphens (yyyy-mm-dd).

We use the UTC format because the dates displayed in the Cases and Logs screens can be formatted in different ways around the world, and some may not be easily recognized by the tools that process CSV data.

 

After joining Talkdesk, when do I start seeing information in Guardian?
When users are added to Talkdesk, the Guardian Users page will immediately display them.
As soon as the first user logs into Talkdesk, Guardian Logs will display the session information and Guardian Users' status will be updated.

Cases will only be displayed when an anomaly is detected; i.e.: when a user is outside of what is considered the "norm". The engine behind the Cases will take at least 1 to 2 days, from when the account is created, to establish a baseline of what is considered the "norm" and at the same time verify if any user is outside of it.

If no cases are created after the 2 days, it means that no user has deviated from what is considered normal behavior.

 

Guardian: Overview

Why don’t I see any data on any of the three widgets on the “Overview” page?

If no data appears on the “Overview page”, that is an indication that no cases were generated by the users on the account.

 

Why can’t I search for data beyond one year in the past?

With Guardian, you can search data in the last twelve months.

 

Guardian: Cases

Where can I see a list of the type of “Cases” being analyzed by Guardian?

For more information, please check the Using Talkdesk Guardian Cases article.

 

Where can I have access to the “Cases” threshold?

The “Cases” threshold is shown under the column titled “Baseline”, as displayed on the screenshot below:

FAQ_guardian.png

What is the difference between selecting Agents and Case Types?

In the Agents section, you can see a list of agents for which a Case was triggered (i.e. whose behavior was outside the norm/baseline), for the selected time period.

 

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You can see the triggered cases by a specific agent after selecting that agent’s row.

 

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If you select Case types you can see a list of every type of case and what agents were involved. You can view the case type details by selecting their row.

 

Guardian: Logs

Why do I see a lot more entries with login than logout?

Users can have multiple sessions, meaning that they may be logged in to different devices, and they are only logged out when they explicitly click on the logout button:

FAQ_guardian_2.png

Why do I see multiple sessions if I’m not logged in to multiple devices?

Several factors may lead to users having multiple active sessions; for instance, if they are running on a remote desktop infrastructure, or leveraging the incognito feature in the browser. Every time that this session is closed, the login token is “lost,” which means this particular session will not have a logout event. 

 

Why aren’t all my agents registered in Guardian?

All sessions are being registered. A user can be set to an “offline” status and be logged in to the system. For example, you can check Guardian and see that a user has logged in a few weeks ago and hasn’t logged out yet. In the meantime, when looking at their activity, you may realize that the same user has been working ever since, with regularity.

 

What do those counters in the “Sessions” screen mean?

  • Total active sessions = Total number of sessions in the current listing, with login only.
  • Total inactive sessions = Total number of sessions in the current listing, with login and logout.
  • Total agents = Total number of users represented in the number of sessions, given that one user can have multiple concurrent sessions.

Note: Each row represents a session.

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Within “Sessions”, I’m seeing entries, with my name that I don't recognize. What does this mean? 

Guardian_FAQ_3.png

Please verify if there is a “Support access” sign under your name.

If it is present, then Talkdesk Support has leveraged the impersonation feature to log in to your account instance, impersonating you. For more details about this feature, please read Granting Support Access to your Account.

 

How can I distinguish the logins of my users from those done through the impersonation feature?

Guardian_FAQ_3.png

A session that was performed by Talkdesk Support on behalf of the agent will be marked with a “Support access” sign. When you export a CSV file, a new column will have the identifier of whom has performed the impersonation.

To request more detailed information about this identifier, you will need to contact support.

 

What does “User Not Found” mean?

Please check if the user account in question was deleted from the system in between the time when the event was recorded by the Guardian backend and the time when the event was accessed in the Guardian frontend.

 

How many results can be exported?

Guardian limits the data export to 10,000 values, i.e., roughly around 999 pages of results.

 

How can I see if my agents are using the mobile version?

Guardian_FAQ_5.png

You can see a “Mobile” sign under the device column.

 

Guardian: Users

What information can I check-in Users?

The “Users” page gives you a list of all the users in your account.

 

How can I find more details for a particular user?

To see user details, just click on the row of that user and a side panel will open providing more insight on the user's last 3 sessions and insights regarding the level of network call quality this user is experiencing.

To learn more about this topic, please read the Using Talkdesk Guardian Users article.

 

(Network) Call Quality

What metrics are gathered to analyze the call quality of the users?

  • Mean Opinion Score (MOS) is a measure used to represent the overall call quality. It is defined as a numeric value ranging from 1 to 5 ( <3.5>=) and is calculated based on different factors, such as Jitter and packet loss.
    • Packet Loss: Voice samples lost during the call.
      • In a call, small samples of voice, called packets, are sent and received. When one or more of these packets fails to reach their intended destination, this is called packet loss. If the packet loss is higher than 5% the call becomes distorted and patchy.
  • Jitter: Time delay on a call due to network interference.
    • During a call, certain packets of information might be dropped, or sent out of order, leading to a jumbled conversation. When the jitter is higher than 30 ms, it starts impacting the audio quality.
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  • Round Trip Time (RTT): The time it takes for a packet to be sent to a destination and get the response back. 
    • Measures the length of time it takes for a data packet to be sent to a destination, plus the time it takes for an acknowledgment to return to the origin. A call with an RTT score higher than 400 ms delivers a poor quality, non-reliable customer experience.

Why is a call classified as having Good or Bad quality?

When the MOS score is:

  • 3.5 or higher, then the call can be heard without effort and is being classified as “GOOD”.
  • Below 3.5, then there's an effort to understand the conversation, and the call is classified as “BAD”.

Is the classification “BAD/GOOD” on the “Users” based on an average of the MOS score of all calls for that user?

Yes, for now, the MOS score average is based on the full call history for the given user.

 

What is the refresh rate for Call Quality?

It depends on the Twilio Voice Insights API, where Guardian is getting the data from.

The longest it can take to show data from the call on the app UI is 30 minutes after the end of the call. So, we can say this feature/service is Near Real-Time.

 

Is “Round Trip Time (RTT)” value taken in account when classifying a call as Good or Bad?

Only “jitter” and “Packet Loss”, together with MOS are shown in the User Interface (UI). “RTT” is already taken into account when classifying the call as “BAD/GOOD”.

 

What endpoints are used to populate the UI of Call quality?

An internal endpoint that returns the call quality history per user(s), or per Call ID in a specified timeframe.

The externally facing Guardian Users API now includes a new object on the existing endpoint, which returns the average MOS per user(s) in a specified timeframe.

 

Can a Case be generated when a call is classified as having "BAD" call quality?

Yes, you can be notified every time a call is classified as “BAD”.. A new “Bad Call Quality” Case is available under “Cases”.

 

Is it possible to create reports on the call quality?

Yes, if your account includes Guardian Guardrails (which is part of the Elite package).

 

Will I be notified when a call’s quality is "BAD"?

Yes, if your account includes Guardian Guardrails (which is part of the Elite package) and you have created a Guardian report with a “Bad Call Quality” case, you will be notified via email if and when the condition is met.

 

Why is the information of the call quality history different in the exported CSV file?

When you export the call quality history you see extra information that currently we are not displaying in the UI.

The exported CSV file displays the following information:

  • User: ID of the user that made or received the call.
  • Call_id and Interaction_id: Call ID and Interaction ID for the last call. You can copy those IDs to search for more insights on the call.
  • Affected_call: If the MOS average value is < 3.5, the affected_call is true that corresponds to the “BAD” call quality classification. Otherwise, the affected_call is false, and the call is classified as “GOOD”.
  • Timestamp: Indicates the date and time when the call finished and corresponds to the column “When” in the UI.
  • jitter_max and jitter_avg: The maximum and average values calculated for Jitter for the call.
  • rtt_max, rtt_min, and rtt_avg: Maximum, minimum, and average values of the RTT for the call.
  • mos_max, mos_min, mos_avg: Calculated MOS maximum, minimum and average values for the call.
  • packets_loss_percentage: The percentage of packet loss during the call.

 

Guardian: Reporting

Why having Reporting in Guardian is important?

Reporting is important for supervisors/admins to be aware if there is something out of the ordinary with the agents’ security and behavior. It enables users to set up reporting and allows for condition-based notifications to be triggered and sent (currently, via email).

 

 Which prerequisites or dependencies are required to use it?

The reporting feature is available as part of the Guardian Guardrails package, which is available on select plans. For additional support, please reach out to your Customer Success Manager or sales rep.

 

Why am I not seeing hits for reports that I’ve set previously?

Reports only run if the specified conditions happen, to the specified users on the given timeframe. If that is not the case, no “hits” for the report will be shown.

 

How is the email being sent?

It leverages the “Notifications API” for the email notifications to be sent.

 

Why am I not receiving any notifications for the report that I’ve set up? 

When creating a report notification via email, you need to make sure you’re hitting “enter” after inputting the email address so that those email addresses are saved on the report.

 

What happens if I receive a notification, but I can’t access Guardian?

The email notification includes a URL linking to a page, where the report can be accessed. However, you need to have the “View permission” enabled in “Reporting” under the “Guardian”, in Roles and Permissions.

If you don’t have the appropriate set of permissions you’ll receive the email but, once the link is clicked, a page will appear informing you that you don’t have the required permissions. 

 

Why am I not able to create, edit or delete a report?

Users need to have the “Update”, “Create”, and “Delete” permissions enabled under Roles and Permissions.

 

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