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 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.
Cases
Case | Scope | Description |
|---|---|---|
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 |
Usage
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.
API Availability
The Guardian Sessions API has been in General Availability since November 2021.
Updated about 1 month ago