Guardian
Guardian is a 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.
Guardian Sections
Guardian is divided in 5 sections:
Overview - Provides an overview of identified Cases, risky agents and top cases.
Cases - Cases are driven by behavioral analytics and powered by machine learning, to help you detect edge behaviors driven by a lack of awareness or deliberate fraud.
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 other relevant information.
Users - 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.
Reporting - Allows creating reports to investigate a specific case, log, or agent(s) behavior without having to log in to Guardian each time to adjust the filters and zoom into the listings. Users set report parameters and can be notified if and when the specified conditions (also known as thresholds) are met.
For more information on how to use Guardian, please refer to the public documentation: Talkdesk Guardian