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Access to this page requires authorization. You can try changing directories.
[This article is prerelease documentation and is subject to change.]
Important
You're responsible for configuring and using this Biometric authentication and enrollment functionality in compliance with applicable law, including but not limited to biometric and privacy laws (for example, BIPA and the GDPR), including: (i) providing notice to data subjects, including with respect to retention periods and destruction; (ii) obtaining legally sufficient consent from data subjects; and (iii) processing and deleting the biometric data and biometric identifiers. Biometric data and biometric identifiers will have the meanings set forth in applicable biometric and privacy laws and include equivalent terms set forth in any applicable law. You will defend and indemnify Microsoft against any claims made by a third party related to this biometric functionality, including but not limited to the adequacy of consent.
The biometric authentication app brings your voice enrollment and authentication reporting together on a single Business Performance screen. As a supervisor or analyst, use this screen to see how many customers enrolled their voiceprints and how reliably callers authenticate. The metrics help you spot trends, compare authentication profiles, and decide where to focus improvements.
This article shows you how to open the Business Performance screen, read each of its two tabs, and filter the data to answer specific questions. It's intended for supervisors and analysts who monitor voice authentication for Contact Center Intelligence.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Open the Business Performance screen
The Business Performance screen is the reporting home for biometric authentication. Open it to reach both reporting tabs.
- Sign in to the Contact Center Intelligence portal.
- In the navigation pane, go to Biometric authentication and select Business Performance.
- Select one of the two tabs: Voice Enrollment or Authentication.
Review voice enrollment metrics
The Voice Enrollment tab shows how many customers created a voiceprint and how enrollment is trending. Use it to gauge adoption and to find where customers drop out of the enrollment process.
The tab presents both numeric summaries and time-series graphs for the following metrics:
- Total voiceprints – The number of active voiceprints available for use.
- Opted-out customers – The number of customer profiles where consent is set to No.
- New voiceprints created – The number of new voiceprints created per month.
- Opt-out rate – The percentage of customers who opt out compared with all customers who complete the enrollment flow.
- Enrollment failures – The number of enrollment interactions per month where consent was granted but a voiceprint wasn't created.
Review authentication metrics
The Authentication tab shows how reliably and how quickly customers authenticate when they call your organization. Use it to track the caller experience and to identify authentication profiles that need tuning.
The tab presents the following metrics:
- Authentication success rate – The percentage of successful authentications across all authentication attempts since the solution began.
- Total decisions – The total number of authentication attempts.
- Successful authentications – The number of successful authentication attempts.
- Failed authentications – The number of authentication failures.
- Average authentication time – The time, in seconds, from when authentication is triggered to when a successful decision is rendered.
The tab also includes time-series graphs for the authentication success rate, average authentication time, and successful authentications over the selected time frame.
Filter and refresh the data
Each tab supports the same filters, so you can narrow any report to a specific period or authentication profile and then update the values.
- Select a time frame to limit the data to a specific period.
- Select an authentication profile to see metrics for that profile only.
- Select Refresh to update the metrics and graphs with the current data.