Guardian Cases API

Overview

The Guardian Cases API allows access to the list of cases detected while analyzing Talkdesk® platform agents' behavior. Each case represents a behavioral deviation from the pattern of the user himself, or of the user in the context of the organization.

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Use Case

As a real life example, consider the scenario where a company that works remotely wants to analyze situations such as irregular number of IP addresses being used, irregular number of devices being used by a single user and so on. Using the Guardian Cases API, this company can have access to an extensive list of irregularities and act upon them.

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Access and Registration

Authentication

Cases

Case

Scope

Description

Population sessions

Population

This user has more sessions than other users

Population IPs

Population

Outstanding number of IP addresses utilized by this user, comparing to others

Population countries

Population

User login-related activity by country is higher than the login-related activity of other users

Population devices

Population

Raise in the number of devices utilized by this user, comparing to others

Population countries called

Population

The number of calls made and received from different countries by this user is higher when compared to other users' calls

Population premium-rate calls

Population

The number of premium-rate inbound and outbound calls, done by other users to this user, is unusual

Population login attempts

Population

Comparing to other users, this user has more login attempts than others

Population inbound calls

Population

This user has received more inbound calls than other users

Population outbound calls

Population

This user has made more outbound calls than other users

Population call holding time

Population

In contrast with other users, this user has placed callers on-hold for longer periods of time

Population inbound calls off hours

Population

There is an elevated number of inbound calls after business hours done by this user in comparison to other users

Population outbound calls off hours

Population

There is an elevated number of outbound calls after business hours done by this user in comparison to other users

Population speed to answer

Population

The user has been taking more time to answer a call than other users

User sessions

User

The number of sessions of this user increased

User IPs

User

The number of IP addresses used by this user has grown

User countries

User

Higher user login related activity by country

User devices

User

The number of devices utilized by this user has grown

User countries called

User

Raise in the number of calls, both inbound and outbound, made in different countries by this user

User login attempts

User

There is an increase of the number of login attempts by this user

User missed calls

User

The user has missed more calls than usual

User inbound calls

User

The user has a higher number of inbound calls

User outbound calls

User

The user has a higher number of outbound calls

Bad call quality

User

Every time a call is categorized as “bad,” in terms of its network quality

User calling same number

User

The user has called the same number often in the last hour

User premium-rate calls

User

The user made or received a premium-rate call

Usage

Getting a list with cases’ information available for all cases of a certain account. The intended results can be filtered and sorted. The response can be in JSON format or it can be a CSV file.

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Supported Regions and Base URLs

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API Availability

The Guardian Sessions API has been in General Availability since November 2021.


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