When a caller reaches your contact center and the call is assigned to an agent, your agent can see, in the “Identity” tab in Conversations, the caller’s available data in real time.
The presented information to the agents is immediately available within the Identity app itself, where admins will be able to compare risk scores and decide which actions they, or their agents, need to take.
To access Identity, please select the Identity icon on the leftmost side panel, and you see the list of contacts that have used Voice authentication or had a background check performed on their phone number.
- “Name” [1]: Contact’s name and/or phone number, and ID, if another identifier besides the caller’s phone number was requested from the caller.
- “Call Risk” [2]: The risk is based on different risks and fraud scores associated with the call, which are analyzed to reach a ranked risk score (from 0% to 100%) from which a chart is derived to represent criticality:
- Green: from 0% to 49%.
- Yellow: up to 70%.
- Red: above 70%
- “Voice Authentication” [3]: Shows the result of the caller’s authentication:
- “Success” - If the contact’s voice biometrics matches the contact’s voiceprint.
- “Failure” - In case there’s no match of the voiceprint.
- “Phone Validation” [4]: The phone validation fraud score:
- “High-risk”: Fraud scores >=85% are high-risk users that are likely to engage in malicious behavior. Scores in this threshold indicate recent or excessive abuse and fit the profile of a typical risky user.
- “Suspicious”: Fraud scores >= 75% are suspicious and are likely to be involved in suspicious or dangerous activities, but not necessarily a fraudulent user.
- “Safe”: Fraud s cores < 75% are considered safe.
- “Spoofing detection” [5]: The spoofing detection status:
- “High-risk”: The initiating service provider has authenticated that it placed the call on its network, but has no relationship with the caller.
- “Suspicious”: The carrier can authenticate its relationship with the calling customers, but cannot verify if the consumer is authorized to use the number.
- “Safe”: The service provider has fully authenticated that the customer initiating the call is authorized to use the calling number.
- “When” [6]: The date and time when the call took place.
Viewing a contact’s details
By clicking on any contact’s name, the corresponding details will open. Here, you see the same information you can find on the Identity list for the contact’s last call.
You can also browse the history and corresponding detailed information of the risk score of the previous calls, as well as the Voice authentication, Phone validation, and Spoofing detection results.
Managing Reporting
Under Settings, the Export button allows you to export the interactions of the last 90 days into a CSV file.
The exported CSV file is visible at the bottom of the screen. To open the file, click on it.
Each row represents an action during a particular call, such as enrollment in active or passive voice authentication or a phone validation.
The CSV file has several columns:
- Some that represent information concerning the caller, such as “contact_id” (the Identity Contact ID is explained in the Contact ID FAQ), “name”, and “phone_number”;
- Those with names starting with “phone_” indicate the outcome of the phone validation performed to the caller’s phone number as “phone_status”, “phone_valid”, “phone_country”, and more;
- Others – with names starting with “voice_” – present the enrollment and authentication results, such as “voice_operation”, “voice_risk_score”, “voice_result”, and more;
- The final group is the one that give you overall information about the call, like the “interaction_id”, “timestamp”, and “overall_riskscore”.
The best way to interpret the data on the CSV file is to filter by the “contact_id” and then sort by “timestamp”. This will show the voice authentication and phone validation information for a particular caller, sorted by date and time.
Afterward, you can identify the rows that contain enrollments and authentications that belong to the same call by grouping them by the same “interaction_id”.
To help understand the export file, two examples were extracted from a testing environment. One for the contact ID 8965 and another for the contact ID +16413292642.
As explained in the Contact ID FAQ, the contact ID can either be the contact’s phone number or a unique identifier.
First, let’s analyze this example for the contact with the ID 8965:
- All columns that start with “phone_” have the value “NA”, meaning Not Applicable, because no phone validation has been performed for this caller. This means that the number the contact called is assigned to a Studio flow that didn’t have the Validate phone component configured.
- The first row shows that this contact has consented to voice authentication since the column “interaction_id” starts with the string “CONSENT”, followed by an encrypted identifier that does not correspond to a call interaction ID.
- In the first row, you can also see the date and time consent was given in the “timestamp” column, “voice_operation” shows “CONSENT” and “voice_result” “ALLOWED”. This means that the caller agreed to enroll in voice authentication and the agent proceeded to click on the Enroll button.
- On the second row, the “voice_operation” is an “ENROLL” and the “voice_result” is “SUCCESS”. This indicates that the caller enrolled with success in voice authentication on the date and time specified in the “timestamp” of that row. Furthermore, the column “voice_type” shows that the contact enrolled in Active voice authentication.
- The third row, shows a successful authentication, as the “voice_operation” is “VERIFY” and the “voice_result” is “SUCCESS”. It also shows the voice risk score of 0%, meaning that the caller’s voice was a complete match with the voiceprint collected during enrollment.
- On the third row, the “overal_riskscore” is also presented, as 0%.
The second example is for contact with the ID +16413292642.
- Although the rows show the same date “2022-11-23”, there were 3 different calls, since there are 3 different interaction_ids.
- The first row shows that only phone validation was performed since all columns that start with “phone_” have values and the ones that start with “voice_”, regarding voice authentication have the “NA” value.
- In this first row, the call risk was 79%, as appears in the “overal_riskscore” column.
- In the second row, it shows that the caller gave their consent to enroll in voice authentication, as the “interaction_id” column value starts with “CONSENT”.
- You can see that both the 3rd, 4th, and 5th rows are from the same call since the “interaction_id” is the same.
- The 3rd and 4th columns show that the caller enrolled and was successfully authenticated in passive voice authentication.
- The row that presents the results of the voice authentication always presents the phone validation outcomes. This can be observed in the 4th column, together with the call risk on the “overal_riskscore” column, which is 47.9999989271163% in this example.
- The 5th row shows the caller successfully enrolling in active voice authentication. The enrollment in active voice authentication is usually done when the agent hangs up the call and the caller stays and completes the enrollment in the IVR, which is why the interaction_id is still the same as the 3rd and 4th rows.
- The 6th row shows a different call, as the “interaction_id” is different from the previous ones. In this call, the contact is successfully authenticated with active voice authentication and the phone validation results are also presented in the row, as well as the call risk of 37.5%.
The following table describes the fields exported in the CSV file:
|
Column name |
Description |
Example |
|
contact_id |
The contact identifier.
To know more check Contact ID FAQ. |
142123 |
|
interaction_id |
The ID of a call.
There will be several rows with the same interaction_id that represent what happened during a single call.
Note.
When the customer agrees to using voice authentication, this is called “Consent”.
When a customer opts out of voice authentication, their voiceprint is deleted.
To know more, read our FAQ. |
Examples of possible values: • c5572384a4c340c2b326965fdb13ca0e • CONSENT_388d0f2d-5112-4654-99ac-ce2b5b5af768 • DELETE_0111e6e3-7856-49b4-a501-9bfd3f307885 |
|
timestamp |
Date and time the action occurred. |
2020-02-12T10:00:00.000Z |
|
phone_status |
The phone validation fraud score
To know more, check Phone Validation Overview |
One of the following: • "HIGH_RISK" • "SAFE" • "SUSPICIOUS" • "ERROR" |
|
phone_local_format |
The formatted phone number in the country's local routing rules with area code. “NA” if not formattable. |
(334) 555-5555 |
|
phone_formatted |
The phone number is formatted in the international dialing code. “NA” if not formattable. |
+13345555555 |
|
phone_valid |
Indicates if the phone number is considered valid based on assigned phone numbers available to carriers in the caller’s country. |
One of the following: • TRUE • FALSE • NA |
|
phone_risk_score |
The risk score, measures how likely a phone number is to be fraudulent. |
A percentage from 0 to 100 with no decimal numbers • Fraud scores < 75% are considered Safe • Fraud scores >= 75% and < 85% are Suspicious • Fraud scores >=85% are High-risk |
|
phone_recent_abuse |
Details whether this phone number has been associated with recent or ongoing fraud. |
One of the following: • TRUE • FALSE • NA |
|
phone_voip |
Illustrates if this phone number is a Voice Over Internet Protocol (VOIP) or a digital phone number. |
One of the following: • TRUE • FALSE • NA |
|
phone_prepaid |
Indicates if this phone number is associated with a prepaid service plan. |
One of the following: • TRUE • FALSE • NA |
|
phone_risky |
Points out if this phone number is associated with fraudulent activity, scams, fake accounts, or other suspicious behavior. |
One of the following: • TRUE • FALSE • NA |
|
phone_active |
Reveals if this phone number is a live phone number that is currently active. |
One of the following: • TRUE • FALSE • NA |
|
phone_carrier |
The carrier this phone number has been assigned to, or "NA" if unknown. |
IRISTEL INC. |
|
phone_line_type |
The type of line this phone number is associated with or "NA" if unknown. |
One of the following: • VOIP” • “Toll-Free” • “Wireless” • “Landline” • “Satellite” • “Premium Rate” • “Pager” • “NA” |
|
phone_country |
The two-character country code for the phone number. |
Refer to “What is the country code mapping?” for a complete list of codes. |
|
phone_region |
The region (state) of the phone number if available, or “" if unknown. |
AL |
|
phone_dialing_code |
The 1 to 4-digit dialing code for this phone number or null if unknown. |
1 |
|
phone_call_attestation_type |
The call attestation level: • Full attestation - A: The highest level, meaning that the caller is known and has the right to use the phone. number that is making that call. • Partial attestation - B: The second level, where the call is from a customer known to this provider but the right to use the phone number cannot be verified. • Gateway attestation - C: This is the lowest level, where neither the caller nor the calling number can be authenticated, but the call is going through a known gateway.
For more information, read this article. |
On of the following: • A • B • C • NA |
|
phone_call_attestation_valid |
Besides the call attestation, the final carrier needs to confirm that the attestation was the one presented to them.
This field presents this confirmation.
To know more, read our FAQ. |
One of the following: • TRUE • FALSE • NA (if the phone_callattestation_type is NA) |
|
voice_operation |
Indicates the type of voice authentication operation that was performed: • "VERIFY": An active or passive authentication was performed • "DELETE": The customer has opted out of voice authentication • "ENROLL": An active or passive enrollment was done • "CONSENT”: The customer has consented to voice authentication |
One of the following: • "VERIFY" • "DELETE" • "ENROLL” • "CONSENT" |
|
voice_risk_score |
The caller's voice is analyzed to reach a ranked risk score (from 0% to 100%).
Note: Sometimes when an error occurs during authentication, that is, when “voice_operation” is VERIFY and “voice_result” is ERROR, the voice_risk_score is -1. This means that the system was not able to evaluate the authentication and didn’t receive a score. It may happen in cases when the caller hangs up before completing the authentication or a problem occurred during the evaluation that prevented the system to return the final result. |
A percentage from 0 to 100 with decimal numbers
Example: 33.99999738 |
|
voice_result |
This column is closely tied to the voice_operation column.
It represents the result of the operation performed: • SUCCESS ◦ If the voice_operation is VERIFY, the contact’s voice biometrics matches the contact’s voiceprint. ◦ If the voice_operation is DELETE, the contact voiceprint was deleted ◦ If the voice_operation is ENROLL, the customer voiceprint was created • FAILURE ◦ If the voice_operation is VERIFY, the contact’s voice biometrics doesn’t match the contact’s voiceprint. ◦ If the voice_operation is DELETE, the contact voiceprint could not be deleted ◦ If the voice_operation is ENROLL, the customer failed to enroll and their voiceprint was not created • ERROR - If an error occurred. • TIMEOUT - If the maximum waiting time is reached before the operation is completed • NO_SPEECH - (only if voice_operation is VERIFY) If the caller didn't speak. • UTTERANCE_FAILURE - (only if voice_operation is VERIFY) If the caller tried to authenticate with a different passphrase from the one provided. • DEEP_FAKE - (only if voice_operation is VERIFY) If the caller used a deep fake playback of a person's voice. • REPLAY_ATTACK - (only if voice_operation is VERIFY) If the caller used a recording device to play back another person's voice. • ALLOWED - (only if voice_operation is CONSENT) if the customer consented to enroll in voice authentication • REFUSED - (only if voice_operation is CONSENT) if the customer refused to enroll in voice authentication. |
|
|
overall_riskscore |
The overall risk score, aka Call Risk, is an average that is calculated based on the several scores associated with the call.
Note: If the only score evaluated in the call was voice authentication that errored, then the overall risk score will have the same -1 value as the voice risk score, as explained in the “voice_risk_score”. |
A percentage from 0 to 100 with decimal numbers
Example: 37.5 |
|
phone_number |
The phone number without any formatting. |
+13345555555 |
|
voice_type |
The voice authentication type: • Active. • Passive.
When the customer consents to enroll in voice authentication or opts out from it, this operation is independent of the voice authentication type, so the column will show NA.
To know more about the difference between voice authentication types, read here. |
One of the following: • ACTIVE. • PASSIVE. |
|
name |
The value of this column is always “NA”. Due to a threshold imposed on the CSV export in the Identity app, the contact name cannot be retrieved. You can either:
|
NA |
To know more about Identity, please consult our documentation.