Custom-Privacy IDV

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IDV (Identity Verification) Performance Dashboard – Tutorial Documentation

(Call Centre only)

1. Purpose of the Dashboard

This dashboard is designed to show a client how we customise the ID&V / Privacy Risk for clients who have complex business rule driven needs to ensure 100% compliance. This example shows how we track and analyze agent performance in identity verification (IDV) processes during customer calls. It helps organizations ensure compliance, detect errors, and monitor pass rates across different call reasons.

👉 The goal is to maximize IDV accuracy, reduce fraud risks, and improve agent training.

2. IDV Monthly Analysis

A bar chart showing pass percentage trends month by month.
Helps identify:
✔ Performance consistency.
✔ Any sudden drops or improvements in IDV success rates.

👉 Useful for compliance tracking over time.

3. Agent IDV Performance Analysis

Bar + Line Chart combining:
✔ Calls handled per agent (bars).
✔ IDV pass rate % (line).
Highlights:
✔ Top-performing agents with high pass rates.
✔ Agents who need further training due to low pass percentages.

👉 This is the most powerful tool for spotting performance gaps across the team.

4. IDV by Call Reason

A detailed breakdown of call reasons (e.g., Account Balance, Payments Out, Insurance, Transaction History, etc.).
Displays:
✔ # Calls per reason.
✔ Pass % for each reason.

👉 Helps identify which call types have the most IDV issues and require stricter controls.

5. IDV Worksheet (Detailed Table)

This section provides a row-level drill down of each call:

Call Date & ID – Exact reference of call.
Agent Name & Team – Who handled the call.
Level 1 & Result – Type of check and whether it passed/failed.
Customer Verification Fields – Date of Birth, Full Name, Backup Advisor, Account Balance, Benefits, etc.

👉 This table is essential for audits, compliance checks, and training reviews.

6. Agent IDV Ranking Table

Lists all agents with:
✔ Pass % – IDV success percentage.
✔ # Calls handled.
Allows easy comparison of agent performance.

👉 Supervisors can identify top performers and agents needing improvement.

7. How to Use This Dashboard

Start with Summary Metrics – See overall pass rate and total calls.
Check Monthly Trends – Spot long-term improvements or declines.
Review Agent Performance – Use charts and ranking table to find gaps.
Analyze Call Reasons – Identify which call categories have the lowest pass rates.
Drill Down in IDV Worksheet – Investigate specific failed calls for compliance issues.

8. Who Benefits from This Dashboard

Compliance Teams – Ensure IDV rules are followed.
Supervisors & Managers – Track agent performance and identify weak areas.
Training Teams – Focus coaching sessions on agents or call reasons with low pass %.
Executives – Monitor overall fraud prevention and security compliance.

✅ In summary:

The IDV Performance Dashboard is a compliance and quality assurance tool that helps organizations ensure agents are correctly verifying customer identities. It improves security, reduces fraud, and highlights training needs.