Guardian Cases API
Overview
The Guardian Cases API, a Talkdesk Guardian™ solution, 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.
Cases
Up-to-date Guardian API Cases
| Case | Description |
|---|---|
| Bad call quality | Whenever a call is classified as bad in terms of its network quality |
| User same number | This user has called the same number often in the last hour |
| User premium calls | This user made or received a premium-rate call |
| Login browser | The user logged in from a browser that was not used regularly in the last 30 days |
| Login IP address | The user logged in from an IP address that was not used regularly in the last 30 days |
| Login country code | The 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 calls | The 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.
| Case | Description |
|---|---|
| Population sessions | This user has more sessions than other users |
| Population IPs | Outstanding number of IP addresses utilized by this user, compared to others |
| Population countries | User login-related activity by country is higher than the login-related activity of other users |
| Population devices | Raise in the number of devices utilized by this user, compared to others |
| Population countries called | 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 | The number of premium-rate inbound and outbound calls, done by other users to this user, is unusual |
| Population login attempts | Compared to other users, this user has more login attempts than others |
| Population inbound calls | This user has received more inbound calls than other users |
| Population outbound calls | This user has made more outbound calls than other users |
| Population call holding time | In contrast with other users, this user has placed callers on hold for longer periods of time |
| Population inbound calls off hours | 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 | There is an elevated number of outbound calls after business hours done by this user in comparison to other users |
| Population speed to answer | The user has been taking more time to answer a call than other users |
| User sessions | The number of sessions of this user increased |
| User IPs | The number of IP addresses used by this user has grown |
| User countries | Higher user login-related activity by country |
| User devices | The number of devices utilized by this user has grown |
| User countries called | Raise the number of calls, both inbound and outbound, made in different countries by this user |
| User login attempts | There is an increase in the number of login attempts by this user |
| User missed calls | The user has missed more calls than usual |
| User inbound calls | The user has a higher number of inbound calls |
| User outbound calls | The 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.
API Availability
The Guardian Sessions API has been in General Availability since November 2021.
Troubleshooting
If you have questions or technical issues, please open a ticket using this form.
Updated over 1 year ago