ID Verification
ID Verification brings together identity verification operations performed through onboarding and authentication processes.
From this module you can:
Check the volume and trend of the operations.
Locate operations using searches and filters.
Review the steps executed during an operation.
Check the biometric and document results.
Analyze alerts, rules, and security signals.
Reconstruct what happened chronologically.
Review the conversation between the assistant and the user, when available.
Check the images, documents, and recordings captured during the process.
Manage the assignment of operations that require review, according to your permissions.
Approve or reject the operations you are authorized to review.
ID Verification does not execute the checks or allow their results to be modified. It shows the operations performed through the SDK and FIP Assistant with the configuration that was published when they were started.
How it is organized
ID Verification is divided into four main areas:
Overview, to view aggregated information about service operation.
Operation list, to locate and open a specific operation.
Operation detail, to analyze the recorded data, results, and evidence.
Manual review, to manage assignments and make a decision when the operation requires review.
Manual review and its actions only appear when they are enabled for your account and you have the necessary permissions.
The details of an operation may include the tabs:
Data
Security
Timeline
Conversation
The visible tabs and sections depend on the components that were part of the executed process. If a component was not configured, its information does not appear.
Overview
Overview provides a general view of the operations recorded during the selected period.
Use it to understand the service status, identify changes in the results, and decide which operations you need to investigate in more detail.
Overview summarizes how the operations were executed during the selected period. It does not show the progress of their manual review. Use the pending, assigned, and reviewed operations views to view that information.
Filter the information
Use the controls at the top to define which operations are included in the analysis.
You can filter by:
Period.
Process type: Onboarding or Authentication.
When you modify the filters, the indicators and charts are updated with the corresponding data.
Main indicators
The indicators summarize the activity for the selected period.
Total operations
Shows the total number of operations started.
When available, the comparison with the previous period helps identify whether the volume has increased or decreased.
Completed
Shows the operations that reached a final result.
The indicator distinguishes between:
Successful, when the operation was completed successfully.
Rejected, when the operation ended with a negative result.
Not completed
Shows the operations that were started but did not reach completion.
This result may be related to a cancellation, expiration, error, or abandonment of the process.
An unfinished operation does not necessarily mean a rejected operation. Review its status and its Timeline to identify where the process ended.
Operations funnel
The funnel shows how the operations are distributed from their start to their result.
It allows you to compare:
Started operations.
Completed operations.
Successful operations.
Rejected operations.
Unfinished operations.
Use this chart to identify where in the process the loss of operations is concentrated.
Distribution by platform
The section By platform shows which type of platform the operations were performed from.
It can distinguish between:
Native mobile application.
Mobile browser.
Desktop browser.
Each chart shows the percentage and number of operations associated with the platform.
Latest operations
Latest operations shows the most recent operations corresponding to the filters applied in Overview.
Use this section to quickly move from the aggregated dashboard information to the analysis of a specific operation.
Each record can show basic information to identify the operation, such as:
Associated person.
Date and time.
Process type.
Operation status.
Select an operation to open its details and view its results, evidence, and events.
Latest operations respects the filters applied in Overview. If you change the period or the operation type, the content of this section is updated as well.
Rules fired
Rules fired shows the rules that have been triggered most frequently during the operations included in the selected filters.
Use it to identify which risk conditions are having the greatest impact during the analyzed period.
Each rule can show:
Rule name.
Number of activations.
Weight or relevance within the analyzed set, when available.
A high number of activations does not in itself imply that there is a problem. Interpret the information together with the volume of operations, their statuses, and the rest of the Overview indicators.
To find out why a rule was triggered in a specific operation, open that operation's details and view the information available in Security and Timeline.
No results
When there are no operations for the selected filters, the indicators do not show values and the chart area displays a no-results state.
Change the period or the process type to broaden the query.
View operations
The list brings together the operations available in the selected tenant.
The information and actions shown depend on your role, your permissions, and each operation's status. For this reason, other users may see different columns, views, or actions.
List views
Operations can be organized into different views according to their status within the review process.
Pending operations
Shows the operations that require review and do not yet have an assigned agent.
Depending on your permissions, you can:
Open the operation.
Assign it to an agent.
Assign it to yourself to start the review.
When an operation is assigned, it no longer appears in this view and moves to assigned operations.
Assigned operations
Shows the operations that already have a responsible agent and still require a decision.
An agent sees the operations assigned to them. A supervisor can view the available assignments within the tenant.
From this view you can open the operation to start or continue its review.
Reviewed operations
Shows the operations whose review has already been completed.
Depending on your permissions, you can view:
The recorded decision.
The agent who performed the review.
The completion date.
The rejection reason, where applicable.
Reviewed operations are shown in read-only mode.
Search operations
Select Search to open the search field.
You can search for an operation using the data available in your view, such as:
First name or last name.
Identity ID.
Operation ID.
Document number.
You can combine the search with one or more filters. The operation must match both the entered term and the applied filters.
Filter operations
Select Filters to open the filter panel.
Available filters depend on your role and the selected view.
They may include:
Period.
Process type.
Template.
Environment.
Operation status.
Review status.
Assigned agent.
SLA status.
The different filters are combined using AND. The operation must meet all the selected criteria.
The selected values within the same filter are combined using OR.
Operation statuses
The status indicates where the execution of the operation stands or how it ended.
It can show:
Successful: the operation was completed successfully.
Rejected: the operation ended with a negative result.
Started: the operation was started, but has not yet finished.
Blocked: a rule or security condition stopped the process.
Expired: the time available to complete the operation was exceeded.
Cancelled: the operation was cancelled before finishing.
Error: a technical issue prevented the process from being completed.
Open the details to identify the step, rule, or incident related to the status.
Operation status describes the operation's execution. Review status indicates whether its review is pending, assigned, or finished. Both statuses can appear simultaneously and represent different moments in the process.
Edit columns
Select Edit columns to choose which columns you want to show in the list.
Available options depend on your role, your permissions, and the selected view.
Enable or disable columns according to the information you need to consult. The columns needed to identify the operation and access its details remain visible.
Results
Each row represents an operation and shows the information available for your role.
The list may include columns such as:
Personal information
Date
Operation ID
Process type
Process template
Operation status
Assigned agent
Review status
SLA
Actions
Other profiles may have additional columns or a view adapted to their tasks.
Personal information
Shows the information available about the person associated with the operation.
It may include the first name, last name, and Identity ID.
Date
Shows the date and time the operation was created.
If the column supports sorting, select the header to toggle between ascending and descending order.
Operation ID
Shows the unique identifier of the operation.
Select the copy icon to copy it to the clipboard, when this action is available.
Process type
Indicates whether the operation corresponds to a process of:
Onboarding
Authentication
Process template
Shows the template used to execute the operation.
Based on the available information, it may include its name and version.
Operation status
Shows the current or final status of the operation.
See Operation statuses to learn the meaning of each status.
Assigned agent
Shows the agent responsible for the review.
The column may appear empty when the operation has not yet been assigned.
Review status
Indicates where manual review stands.
It can indicate whether the operation is pending, assigned, or reviewed.
SLA
Shows the status of the time available to complete the review.
See Review SLA to interpret this information.
Actions
Shows the actions available according to your role and the operation status.
It may include actions to:
Open the details.
Assign the operation.
Assign it to yourself.
Reassign it.
Unassign it.
Actions that are no longer applicable are no longer available.
Change page
Use the pagination at the bottom of the list to view more operations.
The counter above the table shows the total number of results that match the search and active filters.
Open an operation
Select the view action in the column Actions.
The details will open with the information and actions available for your role.
Operation details
Operation detail brings together the data, results, and evidence recorded during an operation.
The information is immutable: it represents what happened when the Version of the process that was published at the time was executed.
Header
The header lets you confirm which operation you are analyzing.
It may include:
Operation ID.
First and last name.
Identity ID.
Document number.
Date and time.
Process type.
Operation status.
Environment.
Template and Version used.
Assigned agent, when the operation requires review.
Review status.
SLA information.
When you have permission to review the operation, the header can also show the actions Approve and Reject.
Select the copy icon to copy the Operation ID or the Identity ID when this action is available.
Executed process
Process information indicates which configuration was used during the operation.
It can show:
Process name and Version.
Process type.
Environment.
Applied template.
Executed immutable Version.
Changes made later in Configurator do not modify the data of an operation that has already been completed.
Triggered rules
When one or more rules were triggered during the operation, the header shows an indicator with the number of rules.
If a rule determined the final result, a highlighted notice may also appear.
See Security and Timeline to learn the evaluated condition, the configured action, and the moment it was triggered.
Switch tabs
Select a tab to view another category of information.
Switching tabs does not modify the operation or its results.
The tabs Security and Conversation only appear when the executed process generated that information.
Data
Data brings together the operation's main results, the validations performed, and the evidence captured.
Use this tab as a starting point to understand the result before analyzing security or the full timeline.
Result and score breakdown
The top section summarizes the overall result and the checks evaluated during the process.
Depending on the executed components, it may show:
Facial Matching.
Antispoof.
Document morphology.
Passive Liveness.
OCR confidence.
NFC verification.
Active Liveness.
ID Verification.
Each check shows its value and its result.
A check that was not part of the process may not appear or may be shown as n/a.
The final result of an operation may be negative even if the identity validations were correct. For example, a terminal security rule can block the operation after the biometric checks are completed.
Step summary
The summarized timeline shows the steps that were executed and the order in which they occurred.
It may include:
Start.
Document.
NFC.
Face.
Fingerprint.
Security checks.
Finish.
Additional challenges configured in the process.
Each step shows its result and, when applicable, the time it ended.
Open the full timeline
Select View detail to open the tab Timeline.
Use the full timeline when you need to identify the exact event that caused an error, a rejection, or a block.
Biometric validations
This section shows the results obtained during the biometric checks.
It may include:
Comparison between the face capture and the document image.
Facial Matching result.
Passive Liveness.
Active Liveness.
Antispoof.
Fingerprint captures.
Other configured checks.
Use the images and values as joint evidence. Do not interpret a single metric without reviewing the overall result of the operation.
Open the related Onboarding
In an Authentication operation, it may appear View Onboarding when there is a related Onboarding.
Select this action to open the registration operation used as a reference.
Document data
When the process includes document capture, this section shows:
Front and back images.
Document type.
Issuing country.
Document number.
Date of birth.
Issue and expiration date.
First and last name.
Nationality.
Other fields extracted by OCR.
It may also include:
OCR confidence.
Document morphology.
Result of ID verification.
Result of NFC, when used.
The extracted information is displayed in view-only mode and cannot be edited.
Device and location
This section shows the technical context from which the operation was performed.
It may include:
Device type and model.
Brand.
Operating system and version.
Browser.
Device ID.
Country and approximate location.
Coordinates, when available.
When a map appears, use its controls to zoom in, zoom out, or move around the location.
The location may be approximate and depends on the information that could be obtained during the process.
Assets
Assets brings together the evidence captured or generated during the operation.
Images
It may include:
Document.
Face Capture.
Document image used for comparison.
Fingerprints.
Signature.
Active liveness frames.
Select a group to show or hide its images.
Select a thumbnail to open it in an enlarged view, when this action is available.
Documents
It may include documents generated during the process, such as signatures or electronic documents.
Select a document to open its preview when available.
Recordings
It may include video or voice recordings if these components were part of the process.
Use the player controls to:
Start or pause playback.
Fast forward or rewind.
Adjust the volume.
Check the duration.
Security
Security brings together the security rules and checks executed during the operation.
This tab only appears when the process includes security evaluations.
Rules fired
This section shows the rules that were triggered.
Each rule may include:
Name.
Configured condition.
Evaluated signals.
Associated action.
Result.
Rule type.
A rule may be:
Warning, when it generates an alert without ending the operation.
Terminal, when its action determines the final result.
Use this information to understand why a rule was triggered and what effect it had on the operation.
The rules are shown in view-only mode and cannot be modified from ID Verification.
Security checks
The information is grouped into expandable categories:
Sessions
Networks
Devices
Operating systems
Browsers
Each category shows the checks evaluated and their result.
Collapse or expand a category
Select a category header to show or hide its content.
Collapse the sections you do not need to review so you can focus on the checks related to the result.
Interpret the results
The checks may appear as:
Correct.
Rejected.
With warning.
Not evaluated.
Color is never the only indicator: also review the icon, text, and displayed value.
Timeline
Timeline shows all events recorded during the operation in chronological order.
Use it to reconstruct the process and locate the exact moment when a result, warning, or error occurred.
Process phases
The timeline is organized into columns, one for each executed phase.
It may include:
Start.
Document.
NFC.
Face.
Fingerprint.
Video ID.
Security checks.
Finish.
Other configured components.
Phases that were not part of the process do not appear.
Navigate the timeline
Scroll horizontally to view all phases.
Within each column, the events appear in chronological order.
Each event may include:
Name.
Status.
Date and time.
Description.
Related asset.
Event states
Events are distinguished by icon, text, and color:
Success: the event completed successfully.
Rejected: the event produced a negative result.
Warning: an incident occurred that did not necessarily stop the process.
Neutral: informational event with no positive or negative result.
Open an asset
When an event includes an image or evidence, select its thumbnail to open it in an enlarged view.
Timeline events and assets are read-only.
Conversation
Conversation shows the message history between FIP Assistant and the end user.
This tab only appears when the process included a conversational agent.
Message history
Messages are shown in chronological order and visually distinguish each participant:
Assistant messages.
User messages.
Date and time of each intervention.
Use the conversation to understand:
What instructions the user received.
What information they provided.
At what point a doubt or drop-off may have occurred.
How the messages relate to the Timeline events.
Navigate the conversation
Scroll vertically to review the full history.
Messages cannot be edited, deleted, or replied to from ID Verification.
Manual review
Some operations require a person to review the results and make a decision.
The information and actions available depend on your role, your permissions, and whether the operation is assigned.
Review roles
Agent
An agent can view and review the operations assigned to them.
Depending on their permissions, they can:
Assign themselves a pending operation.
View the data and evidence.
Approve or reject the operation.
View the reviews they have completed.
Supervisor
A supervisor can manage and view the tenant's reviews.
Depending on their permissions, they can:
Assign operations.
Assign themselves an operation.
Reassign operations.
Unassign operations.
View the agents' work.
Review and decide on an operation.
Other profiles can access the information in read-only mode, without the ability to manage assignments or make decisions.
Assign an operation
A supervisor can assign a pending operation to an agent.
To do so:
Open the operation actions menu.
Select the assignment action.
Choose the responsible agent.
Review the selection.
Confirm the assignment.
After confirming, the operation moves to the assigned operations view and shows the responsible agent.
The assignment is recorded in the operation traceability.
Assign yourself an operation
When this action is available, select Assign to me to become responsible for a pending operation.
Confirm the action to start the assignment.
After confirming:
The operation no longer appears among the pending ones.
It moves to your assigned operations.
Your user appears as the responsible agent.
The assignment is recorded.
Reassign an operation
A supervisor can change the responsible agent for an operation whose review has not yet been completed.
To reassign it:
Open the actions menu.
Select Reassign.
Choose the new agent.
Review the change.
Confirm the reassignment.
After confirming:
The new agent becomes responsible.
The operation appears among their assignments.
The previous assignment is no longer active.
The change is recorded in the traceability.
Reassignment does not modify the operation's data or evidence.
Unassign an operation
A supervisor can remove the assignment of an operation that does not yet have a final decision.
To do so:
Open the actions menu.
Select Unassign.
Review the operation and the affected agent.
Confirm the action.
After confirming:
The operation no longer has a responsible agent.
It returns to the pending operations view.
It can be assigned again.
The unassignment is recorded.
Unassignment does not remove the actions previously taken during the review.
Review header
When an operation is assigned, the header may show:
Responsible agent.
Review status.
SLA information.
Remaining or elapsed time.
Actions Approve and Reject.
The available actions are updated according to the operation status and your permissions.
Review SLA
The SLA indicates the deadline set to complete the review.
It can show:
The remaining time.
The elapsed time.
Whether the review is within the deadline.
Whether it is approaching the limit.
Whether the deadline has been exceeded.
Use this information to prioritize the operations that need attention first.
The SLA status can also appear as a filter or column in the list, when available for your role.
The SLA helps prioritize the work, but it does not replace review of the operation's data and evidence.
Review the information
Before making a decision, check:
That the operation and person shown in the header are correct.
The results available in Data.
The biometric and document validations.
The evidence captured.
The rules and alerts of Security.
The events recorded in Timeline.
The conversation with the user, when available.
The assignments and previous actions recorded in the traceability.
Do not base the decision solely on a score, an image, or a rule. Interpret all available information together.
Approve an operation
Select Approve when the information and evidence allow the operation to be validated.
A confirmation modal will open.
Before continuing:
Check that you are reviewing the correct operation.
Review the elements you validated.
Verify that the decision is the right one.
Select Approve to record the approval.
After confirming:
The decision is recorded.
The user who made it and the date are saved.
The operation moves to the reviewed operations view.
The actions Approve and Reject are no longer available.
The detail switches to read-only mode.
Select Cancel to close the modal without recording the decision.
Approval is a final decision. Review all the information before confirming it.
Reject an operation
Select Disapprove when the information or evidence does not allow the operation to be validated.
A confirmation modal will open.
Enter the reason for rejection in the corresponding field. The button Disapprove remains disabled until a reason has been provided.
The reason must:
Clearly explain the reason for the decision.
Be related to the reviewed information.
Avoid unnecessary data or comments that do not add context.
Select Disapprove to record the rejection.
After confirming:
The decision and the reason are recorded.
The user who made it and the date are saved.
The operation moves to the reviewed operations view.
The actions Approve and Reject are no longer available.
The detail switches to read-only mode.
Select Cancel to close the modal without recording the decision.
Rejection is a final decision. The recorded reason can be consulted later as part of the review traceability.
Reviewed operations
When the review ends, the operation moves to the reviewed operations view.
Depending on your role, you can view:
The recorded decision.
The responsible agent.
The date and time of completion.
The rejection reason, where applicable.
The actions performed during the review.
Select the view action to open the details.
The information is shown in read-only mode and the decision cannot be modified from this view.
Review traceability
The actions performed during the review are recorded.
Traceability may include:
Assignment.
Self-assignment.
Reassignment.
Unassignment.
Start of the review.
Approval or rejection.
Rejection reason.
User responsible for each action.
Date and time.
Use this information to reconstruct the review process and verify how the decision was reached.
How to investigate and review an operation
To analyze an operation and make a decision:
Find it using search, filters, or review views.
Check in the header that the operation and person are correct.
Verify who has the review assigned and the SLA status.
Review in Data the results, validations, and evidence.
See Security to check the alerts and rules triggered.
Use Timeline to reconstruct the process.
Review Conversation when you need to know the interaction with the user.
Check the review traceability.
Select Approve or Reject, as applicable.
Review the modal and confirm the decision.
Do not base the decision solely on a score, an image, or a rule. Interpret all available information together.
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