In Talkdesk Identity™, when an interactioner enrolls in Email Authentication, a background check is performed automatically on their Email address to minimize the threat of fraudsters gaining access to contact center operations.
To access Identity, please select the Identity icon on the leftmost side panel, and you will find the list of contacts that have authenticated with Email authentication or whose Emails had a background check.
The Email validation fraud score can be:
- “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 scores < 75% are considered safe.
Viewing the Email Validation tab
Once you select Email Validation, you’ll see the detailed insights of a particular interaction:
For more information on Identity, please check our documentation.