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.

📘

Use Case

As a real life example, consider the scenario where a company that works remotely wants to analyze situations such as irregular IP addresses or browsers 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.

👍

Access and Registration

Authentication

Cases

Up-to-date Guardian API Cases

CaseDescription
Bad call qualityWhenever a call is classified as bad in terms of its network quality
User same numberThis user has called the same number often in the last hour
User premium callsThis user made or received a premium-rate call
Login browserThe user logged in from a browser that was not used regularly in the last 30 days
Login IP addressThe user logged in from an IP address that was not used regularly in the last 30 days
Login country codeThe user logged in from a country that was not used regularly in the last 30 days
Operating system (OS)The user logged in from an OS that was not used regularly in the last 30 days
Country callsThe user made or received calls to or from unusual countries in the last 30 days

🚧

The cases in the table below have been deprecated. Although they can be fetched as historical data, no new cases are available as of September 14, 2022.

CaseDescription
Population sessionsThis user has more sessions than other users
Population IPsOutstanding number of IP addresses utilized by this user, compared to others
Population countriesUser login-related activity by country is higher than the login-related activity of other users
Population devicesRaise in the number of devices utilized by this user, compared to others
Population countries calledThe number of calls made and received from different countries by this user is higher when compared to other users' calls
Population premium-rate callsThe number of premium-rate inbound and outbound calls, done by other users to this user, is unusual
Population login attemptsCompared to other users, this user has more login attempts than others
Population inbound callsThis user has received more inbound calls than other users
Population outbound callsThis user has made more outbound calls than other users
Population call holding timeIn contrast with other users, this user has placed callers on-hold for longer periods of time
Population inbound calls off hoursThere is an elevated number of inbound calls after business hours done by this user in comparison to other users
Population outbound calls off hoursThere is an elevated number of outbound calls after business hours done by this user in comparison to other users
Population speed to answerThe user has been taking more time to answer a call than other users
User sessionsThe number of sessions of this user increased
User IPsThe number of IP addresses used by this user has grown
User countriesHigher user login related activity by country
User devicesThe number of devices utilized by this user has grown
User countries calledRaise in the number of calls, both inbound and outbound, made in different countries by this user
User login attemptsThere is an increase of the number of login attempts by this user
User missed callsThe user has missed more calls than usual
User inbound callsThe user has a higher number of inbound calls
User outbound callsThe user has a higher number of outbound calls

Usage

Getting a list of 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.

📘

Supported Regions and Base URLs

👍

API Availability

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

Troubleshooting

If you have any questions regarding the usage of this API, or if you’re having any technical issues, please open a ticket using this form.