Security Path Visualisation

The Security Path Visualisation is the key tool to understand the performance of your Call Centre Security Process. You can read more about it in Unlock Your Call Centre: A proven way to upgrade security, efficiency and caller experience.

As you adjust the identification and authentication assumptions to reflect your organisation's process the visualisation and results will update. You can easily see the impact of changes to different rates by adjusting the sliders. You can download a copy of the visualisation or save it for later so that you can come back to it.

I've found this tool an essential communications aid to help senior stakeholders understand the impact of security process decisions and highlight opportunities for improvement

The advanced version of this tool uses handle time and cost assumptions to calculate the cost of your security process and forms the basis of our Modern Security benefits calculator for Voice Biometrics and Network Authentication. This version assumes some level of automated identification and authentication and doesn't differentiate between different authentication methods.


Assumptions

Advanced Mode

Visualisation

Security Path Visualisation Layer 1 Nodes G Path F Path E Path D Path C Path Manual ID Pass Path Auto Auth Fail Path A Path B Path Auto ID Fail Path Auto Auth Pass Path Auto ID Success Path Start Path Net B Path Net A Path Net Auto Auth Pass Path Net Auto ID Success Path Net Start Path Net F Path Net E Path Net D Path Net C Path Net Manual ID Pass Path Net Auto Auth Fail Path Net G Path Net Auto ID Fail Path G Label 4% F Label 5% E Label 31% D Label 5% C Label 31% B Label 12% A Label 12% Key Key Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Path 🔹-Icon-Color Failure Path 🔹-Icon-Color A B C D E F G Manual Auth Manual ID Automated Auth Self-Service Manual Auth Success © SymNex Consulting 2022 Automated ID printingOverlay Security Path Visualisation Prepared for Prepared for [email] on [date] at [time] Automated Identification Rate: Assumptions Automated Authentication Rate: Automated Containment Rate: Manual Identification Rate: Manual Authentication Rate: auto-id % auto-auth % auto-contain % man-id % man-auth %

Summary

%
Calls unable to complete security
%
Agent calls require identification
%
Agent calls require authentication
Calls unable to complete security
%
Handle time spent on security
Opportunity cost of security process The total reduction in cost if all calls were identified and authenticated by automation before speaking to an agent and assuming similar levels of automation and containment
%
less calls denied service
reduction in cost to serveIndicative - Based on the calculated cost per second of handle time. Assuming that containment rate remains constant as automated authentication increases.
%
Calls secured with Network Authentication
%
Less calls denied service
Reduction in cost to serveIndicative - Based on the calculated cost per second of handle time. Assuming that containment rate remains constant as automated authentication increases.
%
Calls secured with Voice Biometrics

Next Steps

You can:
  • Download your unique visualisation
  • Get a unique link to come back to your assumptions
  • See how Voice Biometrics could improve your security process
  • See how Network Authentication could improve your security process
To access these features please provide your email address so we can keep you updated with ...
Download Graphic
Save Assumptions
Voice Biometrics Modeller
Network Authentication Modeller
Sorry. An error occured. Please try again later.

Results

Usability

Denied or restricted service (D + F + G)

Efficiency

Manual identification (E + F + G)
Manual authentication (C + D + E + F)

Cost

Security Opportunity Cost
Total Cost

Handle Time

Identification
Authentication
Security