Managing the score for customer verification
As an administrator, you can configure the minimum score to verify an unidentified customer, and you can vary this value by interaction and service case. The score is determined by adding the values associated with each question that the customer answers correctly. For example, if the verification score for a service case is defined as 10, then the customer must obtain a score of 10 by answering one or more questions correctly.
- In the navigation panel of App Studio, click .
- In the Verification scores section, define the score that is required to start an interaction by entering a value in the Score threshold required to begin an interaction field.
- To define the minimum score for individual service cases, complete the
following steps:
- Click Add service case
- Enter the case type name in the Service cases field.
- Enter the minimum score to verify the customer in the Score threshold required field.
- To add more service cases, repeat the previous steps.
- Click Save.
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