Introduction

The Identification Report provides a summary of identified individuals during the specified reporting period. It displays details regarding the identification modules used and the frequency of identified callers. This report is exclusively accessible to supervisors with 'System Access' authorization.

Purpose of the Report

This report assists supervisors in tracking the identification of callers, helping to analyse patterns in caller recognition and optimise identification processes within the contact centre.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and time frame of the report.

Selected Identifications: Lists the identification modules selected for the report.

Per Identification Module

Module: Name of the identification module used.

Name: The identified person’s name.

Description: A brief description of the identified person.

Frequency: The number of times the person has been identified during the reporting period.

Footer

Generation Date and Time: Timestamp when the report was created.

Use Case Example

A supervisor wants to evaluate the effectiveness of a new caller identification module recently introduced to the contact centre. By using the Identification Report, the supervisor can see how many callers have been correctly identified, compare the frequency against previous periods, and make decisions on improving or maintaining the module.

Conclusion

The Identification Report is a valuable tool for supervisors aiming to monitor caller identification accuracy and frequency. It provides insights that help optimise caller recognition processes, ensuring a smoother customer experience.