Risk Detection

Risk Detection Board

On the Risk Detection board, the system uses data analysis and analytics to identify potential risks. The risks identified are actionable.

The weekly date range displayed on the risk detection page for the widget is in local time and always from Monday to Sunday.

Widgets display interaction statistics grouped by compliance status to support risk identification and management. The breakdown includes:

  • Active Risks – Interactions that require user attention for compliance actions.

  • Acted Upon – Interactions where risk mitigation actions (such as Litigation Hold, Playback Lock, or Redaction) have already been applied.

  • Deleted – Interactions where the risk has been mitigated through deletion.

Unmasked Sensitive InformationWidget

The Unmasked Sensitive Information widget identifies calls where sensitive data failed to be masked by the Mask API. This widget covers audio and screen interactions.

Custom Widgets

Create custom widgets and configure which categories to monitor on the dashboard. This enables tracking of interactions flagged by risk categories on a weekly basis. The widget provides the ability to drill down into these interactions, review metadata, and play back recordings.

You can choose to include one CXone Mpower.Interaction Analytics (IA) category in each widget to proactively identify and manage potential risks within the CXone Mpower repository. This requires the Interaction Analytics license.

To take action from the Risk Detection board:

  1. Click on the widget to view the list of identified interactions.

  2. After viewing the list of interactions, if you want to proceed, there are two options:

    1. Click Actions and select an option to take action immediately.

      Data Policies starts the process of applying the action to the interactions. Follow the progress on the Activity Tracking board, as you would for a policy.

    2. Click Save as Policy and select the policy type from the drop-down menu. Continue to Policies Workflow.

Real-time Alerts

Agents can get real-time alerts in the Agentapp when call recording starts, stops, fails, or has poor quality. These notifications help agents stay informed and follow recording rules more easily. A Data Policies license is required.