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.
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.
|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|
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.
The Guardian Sessions API has been in General Availability since November 2021.
Updated 4 months ago