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 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 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. 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 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. attribute or attributes that can uniquely identify a customer.

     Note that if you are using 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 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 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..

     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