Create Identification Rules

You can create either a Customer Identification Rule, an Employee Identification Rule, or both.

• Create a Customer Identification Rule if you are configuring the system to perform either identity verification or automatic enrollment for customers.

• Create an Employee Identification Rule if you are configuring the system to perform either identity verification or automatic enrollment for employees.

Before you begin 

If you do not understand the purpose of Identification Rules, review these topics:

• Identification Rule basics for details.

• Example: Identification Rules and automatic enrollment

• Example: Identification Rules and identity verification

Procedure 

1. Go to Recording Management. Under Recorder Analytics Rules, select Identification Rules.

2. Click the Create icon (upper-right of screen) to create a new Identification Rule.

3. Complete the fields on the Identification Rules screen.

   • Name - Enter a name for the Identification Rule.

   • Person Type - Select one of the following:

     • Employee - Select this option to create an Employee Identification Rule. The rule identifies people from within the enterprise involved with interactions.

     • Customer - Select this option to create a Customer Identification Rule. The rule identifies people from outside the enterprise involved with interactions.

   • Attributes - Do one of the following:

   • If you selected Employee in the Person Type setting, select the Employee Name attribute to identify each employee uniquely.

   • If you selected Customer in the Person Type setting, select the interaction attribute or attributes that can uniquely identify a customer.

     Note that if you are using voiceprint models created through manual enrollment to perform identity verification of customers, the interaction attributes must be the same attributes specified to identify unique customers on the Fields screen of Risk Management.

     Select from the following attributes:

     • ANI (Automatic Number Identification)

     • Called Party

     • Called Party Name

     • Calling Party

     • Calling Party Name

     • DNIS (Dialed Number Identification Service)

     • First Message

     • Last Message

     • Any of the custom attributes configured for the system

4. Save.

Related topics 

Create/Edit Identification Rule screen reference

View and Edit Identification Rules

Delete an Identification Rule

Automatic enrollment

Identity verification on real-time interactions

Identity verification on historical interactions

Identity verification and target detection on historical interactions