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Setting the verification conditions

Updated on March 25, 2020

You can modify the number of security questions that a customer service representative (CSR) must ask to verify an unidentified customer. To pass the verification, customer must earn the required score that is configured for interaction and service cases, where applicable.

  1. In the navigation panel of App Studio, click ToolsCustomer verification.
  2. To define the maximum number of questions that display to the CSR for verification, select a value from the Maximum number of fields to display to operator list.
  3. To define the minimum number of questions to ask and verify, select the value from the Minimum number of fields for operator to verify successfully list.
  4. To decide whether to bypass the customer verification or not, select an option from the Allow an operator to bypass verification list.
    • Select Yes to allow CSR to skip the verification at the start of an interaction.

      Bypassing the verification allows the CSR to process interaction and service cases for the particular customer without any verification. The record of cases that bypasses verification are captured in the interaction history

    • Select No if the verification is required.
  5. To verify an unidentified customer at the start of an interaction, select Yes at the Ask verification questions at the start of the interaction? field. Otherwise, select No.
  6. Click Save.
  • Previous topic Configuring customer verification
  • Next topic Managing the verification fields to display security questions

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