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.

Recording Masking API Failures Widget

The Recording Masking API Failures widget identifies calls where sensitive data failed to be masked by the Mask API. This widget covers audio and screen interactions.

This widget was previously called Unmasked Sensitive Information.

Sensitive Authentication Data Widget

The Sensitive Authentication Data widget shows interactions where analytics detected sensitive authentication data, but it was not redacted. This widget requires an Interaction Analytics license.

Recording Quality Assurance

This widget highlights interactions where the recording quality is below an acceptable level, so you can prevent low‑quality audio or screen media from being used for review or compliance activities. The bars show the number of interactions per day that fall below the configured quality threshold. Use this trend to spot recurring issues, such as network problems or device failures, and decide whether to delete the media or restrict playback.

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.

Custom Risk Detection widgets help you identify interactions that match specific combinations of compliance and business criteria. You can define multiple criteria to uncover interactions that may represent potential violations or require further review. When multiple criteria are configured, they are evaluated using AND logic, and only interactions that match all selected criteria are included in the widget results.

To create a custom widget:

1. In Interactions Hub, go to Data Policies.

2. On the Highlights tab, click Add Widget.

3. Enter a name for the widget.

4. Click Add Criteria.

5. Select the criteria to include in the widget. Repeat as needed to add additional criteria.

6. Click Save.

   The widget is added to the Risk Detection section. Only interactions that match the selected criteria are included in the widget results.

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 Notifications

Agents can get real-time alerts in the Agent Workspace (Agent) application when call recording starts, stops, fails, or has poor quality. These notifications help agents stay informed and follow recording rules more easily.