Creating and managing folders

Use the folders feature to organize verification and detection activity and to review replay approval activity (if enabled for the role assigned to you). You can automate the storage of interactions associated with voice biometric results. Assign the interactions to specific folders when creating Recorder Analytics Rules. You can also assign interactions to folders on a case-by-case basis. An interaction can reside in multiple folders simultaneously.

When the 2021R1 - Legal Hold feature is enabled, Risk Management uses cases to organize interactions. When using cases, you cannot use folders.

Manual folder assignment

You can assign interactions to folders manually from the search results list of Risk Management or when accessing an existing folder.

Automatic folder assignment

Automatic folder assignment can occur as a result of Recorder Analytics Rule configuration.

For example, you create a folder called “Fraud Detection.” You configure a rule to place watch list detections in the folder for follow-up and case management by your security team.

Folder creation

You cannot create folders in Risk Management. Create folders using Flag Manager. Access Flag Manager by selecting Interactions from the main menu. Under Administration, select Flags.

Folders shared with Interactions

If you change the interactions in a folder, the change is visible wherever the folder is accessed.

If you add an interaction to a folder in Risk Management, you see the addition when accessing the folder in Interactions.
If you remove an interaction from a folder in Interactions, you no longer see the interaction when accessing the folder in Risk Management.

Folder visibility

To see a folder, it must be assigned to specific roles or entities in your organizational hierarchy. You assign folders in Assignment Manager. Access Assignment Manager by selecting Interactions from the main menu. Under Administration, select Assignment Manager.

System-defined folders for replay approval

For organizations using the replay approval feature, Risk Management provides two system-defined folders. To see the system-defined folders, your role must be configured for replay approval in User Management.

My Requests

Provided only when your role has the Replay Without Authorization privilege turned off. By default, all roles have this privilege enabled. If you see this folder, you must obtain approval to replay interaction media.
Pending Replay Requests

Provided only when your role has the Replay Approver privilege turned on. By default, no roles have this privilege enabled. If you see this folder, you are an approver (typically the compliance team).