Call center scenarios
In this section we will guide you through all the different scenarios you can do on WSB call center website.
On the portal home page, select Call Center Demo
To run the call center demo it requires that you have onboarded a demo user in the in-app demo.
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 the demo user 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 usare page in the call center portal you'll on the right side see a dialog 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 three options:
- Approve: This button defaults to a biometric authentication if it has been activated. If biometrics have not been activated, then the button will default to a PIN authentication.
- Use PIN: This button triggers 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.
Location of the device
If you have not allowed the app to collect the location it will state “Not Applicable“. To enable location go to the app settings and enable location.
Known limitations
- The list of demo users in Call Center is not always refreshed, if the list is gets out of sync refresh the page.
- Some special regional characters (ex: åäæöø) are not encoded correctly when viewing the session context in Call Center. Avoid these letters.