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.
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.
|Bad call quality||Whenever a call is classified as |
|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.
|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|
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.
The Guardian Sessions API has been in General Availability since November 2021.
If you have questions or technical issues, please open a ticket using this form.
Updated about 1 month ago