Symptoms
Agents are consistently named incorrectly
Applies To
Agent Voice ID
IFCC
Resolution
- Audit a few audio recordings in the Invoca UI and verify that the agent audio is clear and has no background noise.
- Note: calls should be greater than 10-seconds
- Call Record ID examples should be provided
- View the Logs in the Validsoft portal and ensure the confidence level is greater than 1.1
- Click on Logs on the left-hand side of the portal
- You can search by Invoca Call Record ID, dates, etc
- Expand the details
![](https://lh7-us.googleusercontent.com/docsz/AD_4nXf0JlEYRZdsUeIoVmNyRgaqcgIQB2XB0wPRER0BVBEygXvkZMOjwYg7Z_uuMoSHLaol5fnndt628TRqXhakW-JlhY4ynPTUwtA60sIWS8PxHEA0YfeJBomz4XuWgegVD3Nd6H75fKnf-YOL5tGeKFXMs4_O?key=jTyyng0yOK6D9cb3hz4bXA)
- Have those agents re-enroll and ensure they capture a good-quality Voiceprint using the same cadence they do when answering calls
- Note: It is possible that some agent voices are very similar and too difficult for biometrics to distinguish
Cause
- Calls should be greater than 10 seconds
- Agents could have a poor quality voiceprint (ensure agents use the same cadence they do while answering calls)
- Some agents have very similar and too difficult biometrics to distinguish