Identity Authentication and Fraud Detection widgets

Identity Authentication and Fraud Detection (IAFD) widgets visualize trends in voice biometric activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule.. Widgets are available for average handle time, enrollments, and verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified. rates.

You can configure parameters for each widget Visual building block in an application that is interchangeable, depending on system or user configurations. to aggregate and report the relevant data of interest to you. To learn about configuring the widget parameters, see the related information section.

To configure and use the widgets, you need a license for Identity Authentication and Fraud Detection.

Average Handle Time

The Average Handle Time widget shows how IAFD can reduce the time an employee spends handling interactions. Voice biometrics verification assists the employee with authentication of the customer identity, thus eliminating costly handling time.

Line graphs plot Line chart in the Speech Analytics application that allows viewing statistics for Category or Term trends. average handle time for enrolled customers, unenrolled customers, and all customers across a date range by the requested period.
To see a plotted figure as a tooltip, rest on a data point on the line graph.

Enrollments

The Enrollments widget illustrates the rate of enrollments by period relative to cumulative enrollments to date for the organization. Set the enrollment Process in the IAFD product where an employee, customer, or target is registered and the system is then able to assist with identity verification and watch list detection when that speaker is on a call. type to see customers, employees, or targets.

A bar chart shows enrollments for each time period.
- The left, vertical axis charts enrollment volume for the bar chart. You typically see an initial spike in enrollments as people (customers, employees, or targets) are first enrolled.
- To see an enrollment figure as a tooltip, rest on a bar for a period.
For the same period, a line graph plots cumulative enrollments for the organization.
- The right, vertical axis charts enrollment totals for the line graph. Cumulative enrollments typically rise sharply and then flatten out gradually over time.
- To see a plotted figure as a tooltip, rest on a data point on the line graph.

Verifications

The Verifications report provides a visual representation of verification success and failure rates for interactions by period. Configure the threshold to determine the minimum score required for a successful verification.

A bar chart shows verified and unverified interactions for each time period based on the verification score threshold that is configured for the dashboard Suite-wide unified dashboard that provides a single, quick view of valuable information across multiple applications.. You can also view the total number of interactions, which is the sum of the verified and the unverified.
To see the impact of different minimum verification scores on verification rates, adjust the threshold score in the widget.
To see a figure for verified, unverified, or totals as a tooltip, rest on a bar for a period.