Some agents are consistently not named correctly for Voice ID.

[InvocaKnowledge]

Symptoms

Agents are consistently named incorrectly

Applies To

Agent Voice ID
IFCC

Resolution

1. Audit a few audio recordings in the Invoca UI and verify that the agent audio is clear and has no background noise. 
   1. Note: calls should be greater than 10-seconds
   2. Call Record ID examples should be provided
2. View the Logs in the Validsoft portal and ensure the confidence level is greater than 1.1
   1. Click on Logs on the left-hand side of the portal 
   2. You can search by Invoca Call Record ID, dates, etc
   3. Expand the details

3. Have those agents re-enroll and ensure they capture a good-quality Voiceprint using the same cadence they do when answering calls
   1. 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