Identity verification on historical interactions

Complete this workflow to configure the system to perform identity verification on historical interactions (recorded interactions in a campaign).

Before you begin

Ensure that the Voice Biometrics license is activated. Go to System Management, and under License Management , select System Licensing. For more information about license activation, see the System Administration Guide.
Create voiceprint models using one, or both, of these methods:
- Manual enrollment
- Automatic enrollment
Create a campaign that contains the historical (recorded) interactions you want to analyze. See Historical call selection (includes near real-time call selection).

Workflow

Configuring Identification Rules for IAFD

Create a Customer Identification Rule if you want to verify the identity of customers. Create an Employee Identification Rule if you want to verify the identity of employees. Refer to the workflow diagram and related topics for details.
Configuring recorder analytics rules

Configure a Recorder Analytics Rule to perform identity verification on historical interactions. A single Recorder Analytics Rule should perform identity verification on either customers or employees, but not both. Refer to the workflow diagram and related topics for details.

Avoid creating a single rule that performs verification for both customers and employees. Use one rule to verify customers and one rule to verify employees. In most instances, you need the rules to take entirely different actions when verification occurs. For example, do nothing when customer verification succeeds but notify a supervisor when an employee verification fails.