Security path visualisation
See where your current process spends time and effort by following the real volume of calls through each identification and authentication path.
The security path is the key tool for understanding how a call centre security process performs. I use it to show senior stakeholders the effect of each security decision and where to improve. The method is in Unlock Your Call Centre.
How to use it
Set the five rates to match your process. The drawing and the figures update as you go. Copy the link to come back to it or share it, or save it as a PDF.
Open "Time, volume and cost" to add your call volume, handle times and cost per call and see what security costs in agent time. The voice biometrics and network authentication calculators start from the same inputs and show what each technology would change.
Your process today
- Denied service
- 6%
- Calls not authenticated, so the caller is likely refused what they asked for.
- Agent effort
- 80%
- Calls where an agent has to identify or authenticate the caller, as a share of all calls.
- Missed automation
- 14%
- Calls the IVR identified but an agent authenticated, that would have finished in self-service had the IVR authenticated them.
- The IVR
- An agent asks security questions
- Not identified or not authenticated
- AAuthenticated automatically, finished in self-service10%
- BAuthenticated automatically, then to an agent10%
- CAuthenticated by an agent29%
- EIdentified and authenticated by an agent45%
- ✕D, F, G: Not identified or not authenticated6.4%
Source: SymNex security path model, your inputs. Lane width is the share of all calls; the thinnest are drawn wider so they can be seen. Shares are rounded.
See what modern security would change
Both calculators start from the process you set here.