Call centre scenarios
To run the call centre demos, you need to have activated a user in the web scenario demo, using the Authenticator App.
To start the demo app go to the portal and select Call Center Demo* section.
Select Call Center Demo
It is also possible to navigate to the Call Center demo by clicking on the three dots in the top right corner in the banking app.
Find the demo user
All demo users can be found in the call center portal. In this scenario we will show how to find and navigate to a demo users page. From this page you can both trigger an authentication to verify the identity of the caller and look at the transaction details for the previous transactions.
Verify identity of the demo user
When you are on a demo user page in the Call Center Support Portal, on the right side, you can see a dialogue for verifying the identity of the caller. This is done to make sure that the person on the phone actually is who they say they are.
There are a few pre-configured messages that you can select from a drop down list, or you can write your own message. The message will be used as the context of the transaction, and will be sent to the device during the authentication.
The push notification is just for convenience to improve the user experience. It is not required to click on it, you can just as well open the app directly.
When approving the transaction, you have two options:
- Approve: This button defaults to a biometric authentication if it has been activated. If biometrics have not been activated, then the button defaults to a PIN authentication.
- Cancel: This button cancels the transfer.
Display transaction details in the activity list
- At the bottom of the page we have a Device Activity list. This list contains all of the transactions that has been triggered for this device, and details for them. In the preview you can see
- When the transaction was performed
- Device model
- Status and result of the transaction
- Context for the transaction
- On the right side there are options to see more data, see details below.
Device activity list
By clicking on the box you will open a view with details for the transaction. Here you will see more details regarding the device that was used, location details, and transaction details like pre- and post-context, authentication level and the status.
By clicking on the check mark you will open a view with a security checklist. This will display some of the risk attributes that are collected for each transaction.
By clicking on the GPS coordinates you will open google maps for those coordinates in a new window.
- If the app is not allowed to collect the location it will state “Not Applicable“. To enable location go to the app settings and enable location.
Location of the device
Known limitations
- The list of demo users in call centre is not always refreshed. If the list becomes out of sync, then you must refresh the page.
- Some special regional characters (ex: åäæöø) are not encoded correctly when viewing the session context in call centre. You must avoid these letters.