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

CaseScopeDescription
Population sessionsPopulationThis user has more sessions than other users
Population IPsPopulationOutstanding number of IP addresses utilized by this user, comparing to others
Population countriesPopulationUser login-related activity by country is higher than the login-related activity of other users
Population devicesPopulationRaise in the number of devices utilized by this user, comparing to others
Population countries calledPopulationThe number of calls made and received from different countries by this user is higher when compared to other users' calls
Population premium-rate callsPopulationThe number of premium-rate inbound and outbound calls, done by other users to this user, is unusual
Population login attemptsPopulationComparing to other users, this user has more login attempts than others
Population inbound callsPopulationThis user has received more inbound calls than other users
Population outbound callsPopulationThis user has made more outbound calls than other users
Population call holding timePopulationIn contrast with other users, this user has placed callers on-hold for longer periods of time
Population inbound calls off hoursPopulationThere is an elevated number of inbound calls after business hours done by this user in comparison to other users
Population outbound calls off hoursPopulationThere is an elevated number of outbound calls after business hours done by this user in comparison to other users
Population speed to answerPopulationThe user has been taking more time to answer a call than other users
User sessionsUserThe number of sessions of this user increased
User IPsUserThe number of IP addresses used by this user has grown
User countriesUserHigher user login related activity by country
User devicesUserThe number of devices utilized by this user has grown
User countries calledUserRaise in the number of calls, both inbound and outbound, made in different countries by this user
User login attemptsUserThere is an increase of the number of login attempts by this user
User missed callsUserThe user has missed more calls than usual
User inbound callsUserThe user has a higher number of inbound calls
User outbound callsUserThe user has a higher number of outbound calls
Bad call qualityUserEvery time a call is categorized as “bad,” in terms of its network quality
User calling same numberUserThe user has called the same number often in the last hour
User premium-rate callsUserThe 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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