Published: Sept 13, 2022
In Talkdesk Guardian™, Cases provide a briefing on any unusual security threats or events.
On September 14th, 2022, to allow more detail and higher accuracy when flagging various network issues and unusual agent behaviors, we will add five new “Case types” that leverage the Machine Learning (ML) models that are the backbone of Cases.
What will change?
The “Case types” in the following table will be available beginning September 14th, 2022. Guardian Cases and the associated UI will be updated for all users on the same date.
|
Name |
Description |
|
Bad call quality |
Every time a call is classified as “BAD,” in terms of its network quality. |
|
User same number |
The agent has called the same number often in the last hour. |
|
User premium rate calls |
The agent made or received a premium-rate call, in the last 30 days. |
|
(New) Login browser |
The agent logged in from a browser that was not used regularly in the last 30 days. |
|
(New) Login IP address |
The agent logged in from an IP Address that was not used regularly in the last 30 days. |
|
(New) Login country code |
The agent logged in from a country that was not used regularly in the last 30 days. |
|
(New) Operating System |
The agent logged in from an OS that was not used regularly in the last 30 days. |
|
(New) Country calls |
The agent made or received calls to or from unusual countries in the last 30 days. |
Beginning September 14th, 2022, the "Case types" in the following table will be deprecated. They will continue to be listed; however, they will not be triggered.
|
Name |
Description |
|
Population sessions |
This user has more sessions than other users. |
|
User sessions |
The number of sessions this user participated in increased. |
|
Population IPs |
Outstanding number of IP addresses used by this user compared with others. |
|
User IPs |
The number of IP addresses used by this user has grown. |
|
Population countries |
User login-related activity by country is higher than other users. |
|
User countries |
Higher user login-related activity by country. |
|
Population devices |
Increased number of devices used by this user compared with others. |
|
User devices |
The number of devices used by this user has increased. |
|
Population countries called |
The number of calls, made and received, from different countries by this user is higher when compared with other users. |
|
User countries called |
Increased number of calls, inbound and outbound, made or received in different countries by this user. |
|
Population premium-rate calls |
The number of premium-rate, inbound and outbound, calls for this user is above the average of identical calls made by other users. |
|
Population login attempts |
This user has more login attempts than others. |
|
User login attempts |
Increased number of login attempts made by this user. |
|
Population inbound calls |
This user has received more inbound calls than other users. |
|
User inbound calls |
This user has a higher number of inbound calls. |
|
Population outbound calls |
This user has made more outbound calls than other users. |
|
User outbound calls |
This user has a higher number of outbound calls. |
|
Population call holding time |
This user has placed callers on hold for longer periods of time compared to other users. |
|
Population inbound calls off hours |
There is a higher number of inbound calls after business hours made by this user. |
|
Population outbound calls off hours |
There is a higher number of outbound calls after business hours made by this user. |
|
Population speed to answer |
This user is taking longer to answer a call. |
|
User missed calls |
This user has more missed calls than other users. |
What is the impact of this update?
Historical data from Guardian Case Types that have been deactivated will continue to be visible in the app and available, in compliance with the one-year data retention period as referenced in our Guardian FAQ.
The addition of the five new case types will result in a significant upgrade to the Machine Learning (ML) models behind the Guardian Cases to guarantee the accuracy of unusual agent behaviors.
What action is required?
There is no action required at this time.
Where can I find more information?
We recommend that you review the article on Using Talkdesk Guardian Cases for more information on “Case types”.
If you have any questions, reach out to your Customer Success Manager or customersuccess@talkdesk.com.