Product Announcement: Update to Case Types in Talkdesk Guardian

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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.

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