Call Configurations
The Call Configuration setting encompasses a wide array of customizable features tailored to optimize your call experiences. From session recording and camera toggles to text display and scheduling options, it offers comprehensive control over various aspects of your communication processes.
Here's a breakdown of the Call Configuration settings into different categories for a better understanding:
- Session and Camera Settings:
- Enable session recording? Enabling this records the User agent interaction during the Video KYC process, also serving as a valuable tool for audit and quality assurance purposes.
- Enable camera toggle? By enabling this option, users gain the ability to effortlessly switch between their device's front and rear camera during the Video KYC process.
- Thank You Page Configurations:
- Do you want to show "Thank You" page to user? Enabling this displays a thank you page to users upon completion their Video KYC journey.
- Do you want to display thank you page for rescheduled call? Enabling this displays a thank you page to users upon completion their rescheduled Video KYC call.
- Do you want to show a thank you email? Enabling this sends out a thank you email to the users upon successful completion of Video KYC
- Customizable Text Display
Do you want to show Declaration? Before starting the Video KYC Journey, users agree to a declaration. If enabled, this declaration will be shown to the user, and the Video KYC journey will only start once the user checks it.
Declaration onInstruction PageCall Connect Header The "Call Connect Header" appears at the top of the screen when the call connects to the agent and the agent is due to pick up the call.
Call Connect HeaderInstruction Page Salutation Text The "Instruction Page Salutation Text" setting enables customization of the greeting or introductory message displayed on the instruction page.
Instruction Page SalutationWaiting Message from Bank The "Waiting Message from Bank" is displayed to users when the journey is initiated and they are in the queue awaiting assistance from the bank.
Waiting MessageAdmin feedback form 'Header' text The "Admin feedback form header text" setting allows administrators to specify the header text displayed on the feedback form that agents complete after a Video KYC call.
Admin form Header textAdmin feedback form 'Sub Header' text The "Admin feedback form Sub Header text" setting allows administrators to specify the sub header text displayed on the feedback form that agents complete after a Video KYC call.
Admin form Sub-Header-
- Call Management and Time Settings:
- Call expiry in minutes. This defines the automatic hang up timing of the call
- Automatic hangup time in seconds. The "Automatic hangup time in seconds" decides how long a call will ring before automatically ending if the agent doesn't answer within the set time.
Do you want to show average ETA to user? The setting provides users with an estimated wait time based on the current queue and the average time it takes an agent to verify one customer. For instance, if an agent typically takes 2 minutes to verify a customer and the user is first in line, the ETA will be 2 minutes. If the user is second in line, the ETA will be 4 minutes, and so forth. This feature enhances user experience by offering transparency and managing expectations regarding wait times during the verification process.
ETA Based on Queue Position- Queue Pooling interval in seconds The "Queue Polling Interval in seconds" determines the time interval, measured in seconds, after which the option to reschedule the call becomes available to the applicant if they have been waiting in the queue.
- Do you want to enable document expiry validation?
Language Options
Language Option Settings- Do you want to enable runtime translate?
- Selecting Language among the supported language in our system to be dispalyed to the user and agent as language option. At present we support these languages: Hindi, Kannada, Bengali, Gujrati, Malayalam, Marath, Punjabi, Tamil and Telugu.
Location Configurations
Location Configs- Do you want to have Country Whitelisting? "Country Whitelisting" allows admins to specify which country users can have access to the Video KYC system. This setting helps restrict access to the system based on geographic locations, ensuring compliance with regulatory requirements and enhancing security measures.
- Do you want to disable VPN check? This lets admins to decide whether to turn off the system's verification process for detecting if users are using a Virtual Private Network (VPN). If checked it means the system won't look for VPN connections, and security and integrity of the network may be compromised, as VPNs can sometimes be used to bypass certain restrictions or hide the user's true location and identity.
Scheduling Configurations This configuration grants users the flexibility and option to reschedule their calls if they choose to exit the queue for any reason.
Scheduling Configurations- Do you want customer to reschedule the Video KYC calls? When you select this option, additional customization choices for scheduling configurations become accessible. Let's dive into the details of how each setting works:
Send email containing scheduling information? If the call is rescheduled by the user, an email notification with the details for the rescheduled Video KYC call will be sent if this setting is enabled.
Rescheduled call email sampleSend reminder email for scheduled call? If enabled, a reminder notification email will be sent 5 minutes before the scheduled call, containing a link to join the video conference.
Reminder email for Rescheduled CallDo you want to Enable Priority Scheduling? "Priority Scheduling" allows users to prioritize rescheduled calls in the VKYC system. There are two options: "Advanced Queuing" and "Independent Queuing". Advanced Queuing: When a user reschedules a call, they're given priority in the existing queue, meaning they jump ahead of spontaneous callers. This helps ensure that rescheduled calls are handled promptly. However, it can be a bit disruptive for users already waiting in the queue, as they might be pushed back in line. Independent Queuing: With this option, rescheduled calls are directed to a separate queue specifically for scheduled calls. This keeps them distinct from spontaneous calls and minimizes disruption to users already in the main queue. However, it requires manual management to assign agents effectively to handle the scheduled call queue.
8. RiskZone Alert Configurations
To enhance security measures and address calls originating from suspicious regions, we have RiskZone Alert Configuration. This feature allows admins to upload a curated list of suspicious pin codes via the admin portal, enabling:
- Real-time Monitoring: During video KYC sessions, the system automatically checks the customer's pin code against the uploaded list.
- Immediate Alerting: If a customer's pin code matches the restricted list, the agent receives an instant alert, prompting them to exercise heightened vigilance.
Impact:
- Enhanced Security: By promptly identifying and flagging calls from suspicious regions, our RiskZone Alert Configuration significantly boosts security measures.
- Empowered Agents: Equipped with real-time alerts, agents are better prepared to handle potentially risky customers, thereby elevating the overall safety and integrity of the identification process.
9. Video Conference Configuration
The Video Conference Configuration setting section provides users with granular control over various aspects of their video conferencing experience.
Here's what you can do within the Video Conference Configuration settings:
- Enable Call Rejoin Option: Allow agents to seamlessly rejoin a video call in case of disconnection or dropped calls, ensuring uninterrupted communication.
- Disable Rejoin Option After Begin Video KYC is Clicked: Prevent agents from rejoining a video KYC
- session once they have initiated the process by clicking the "Begin Video KYC" button. This helps maintain the integrity and security of the KYC process.
- Disable Video Conference Event/Error Logs in MIS Report: Opt to exclude video conference events and error logs from the Management Information System (MIS) report. This can help streamline data management and improve system performance by reducing unnecessary logging.
- Enable Video Recording Preview During Call: Provide users with the option to preview the video recording while they are actively engaged in a call. This feature offers real-time feedback and enhances user control over the recording process.
- Edit Begin Video KYC Button Text: Customize the text displayed on the "Begin Video KYC" button to align with branding guidelines or improve user understanding. This simple customization option adds a personal touch to the video conferencing interface.
10. Chat Configuration
This settings is for the appearance of messages in a chat interface between an agent and an end user. Here's an explanation:
- Banker:
- Background Color of Message : The background clour of the bankers chat box can be selected here.
- Text Color of Message : This is the color of the text within the messages sent by the banker.
- End User:
- Background Color of Message : The background clour of the customers chat box can be selected here.
- Text Color of Message : This is the color of the text within the messages sent by the end user.
11. Skilled Configurations
- Allow End user to proceed as a skilled call if skill doesn't match with available skill records?: This checkbox is checked for the applicant to proceed with another agent who has the matching skills If the agent who has the required skill to match with the applicant is not available.
- In case of any error related in skills fetching, allow end user to proceed?: This checkbox is checked for the applicant to proceed with another agent who has the required skill if there is any error in fetching the skills.
12. User Experience Configurations
- Desired Alias to be used: The alias that will be used for the agent during the call is entered here.
- Do you want to hide AppBar?: This checkbox is checked to hide the application bar.
- Do you want to hide 'Secured by Signzy' banner?: This checkbox is checked to hide the 'Secured by Signzy' banner.
- Color of top application bar: The color of the top application bar is selected here.
- End Color of top application bar: The end color of the top application bar is selected here.
- Set text color for end user: The text color for the end user(applicant) is selected here.
- Set button outline color for end user: The outline color for the button(s) that will appear to the end user(applicant) is selected here
- Set button text color for end user: The color of the text that is placed inside the button is selected here.
- Upload Image: Image that will appear to the end user(applicant is uploaded here. (Only jpg, png, bmp, svg, with size <200Kb is allowed)
- Fallback static image to be loaded: This image is displayed if the uploaded image is unable to load.
Getting Help
If you have any questions, need clarification, or have suggestions to enhance our documentation or services, please don't hesitate to contact us.
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