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.
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 in the number of calls, both inbound and outbound, made in different countries by this user |
| User login attempts | There is an increase of 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 any questions regarding the usage of this API, or if you’re having any technical issues, please open a ticket using this form.
Updated 17 days ago