Identification Rule basics

An Identification Rule is a list of one or more interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. attributes whose values can identify a unique person. During the creation voiceprint File containing a mathematical summary of the vocal patterns of a person’s voice used in the IAFD product to assist with identity verification and detection. models for automatic 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., the system associates the values with voiceprints. During identity 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. or for voiceprint model enhancement as part of automatic enrollment, the values are used to update the voiceprint for a specific customer or employee.

You create separate Identification Rules for customers and employees because different interaction attributes identify each user type.

  • Customer - A person outside the enterprise involved in the interaction. Typically, the customer is a person doing business with the enterprise.

    When you create a Customer Identification Rule, the interaction attributes you select for the Identification Rule must be attributes that uniquely identify an individual customer. For example, you could include a custom attribute such as AccountNumber in a Customer Identification Rule. No two customers have the same account number.

    For manual enrollment, you create a field to identify customers using Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. Fields. The field specified a particular, unique attribute value in the interaction metadata. The Customer Identification Rule must use the same attribute used in Fields. For example, if you use the AccountNumber attribute to identify unique customers in Fields; select the AccountNumber attribute when creating the Customer Identification Rule.

  • Employee - A person employed by the enterprise. This person represents the enterprise on interactions.

    An Employee Identification Rule always uses the Employee Name attribute, which uniquely identifies the employee.

Creation of Identification Rules is not mandatory for both customers and employees.

In multi-tenant environment, only the Service Provider can create Identification Rules.

  • Use Customer Identification Rules only when performing automatic enrollment or identity verification of customers.

  • Use Employee Identification Rules only when performing automatic enrollment or identity verification of employees.

The two security privileges associated with the Identification Rules screens are found in the Biometrics section of User Management Module that an administrator uses to create a profile for each employee in their organization..

  • View Biometrics allows a user to view the Identification Rules screen (but not configure Identification Rules).

  • Configure Biometrics allows a user to create, edit, and delete Identification Rules.

Related topics 

Example: Identification Rules and automatic enrollment

Example: Identification Rules and identity verification

Create Identification Rules