Agent Voice ID

Agent Voice ID uses voice biometrics to automatically identify which agent handled a call, regardless of contact center or telephony solution.

Agent Voice ID uses voice biometric technology to automatically recognize the agent handling a call, regardless of their contact center or telephony solution. It works by creating a “voiceprint” of each call center agent’s voice — a unique identifier that can then be matched to the call record in the Invoca AQA (Automated Quality Assurance) module. Key features:

• A self-service portal lets your team configure and send enrollment emails directly to selected agents.
• Agents record a 60 to 90 second voice sample (voiceprint) after providing legal consent.
• Agent names are identified by comparing an agent’s voice with the voiceprints of all agents enrolled in your pool.

Agent Voice ID works best for organizations using AQA Scoring with multiple locations on different communication systems.

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Getting started

Once your CSM (Customer Success Manager) has enabled Agent Voice ID for your Invoca account, you’ll receive an invitation to your Agent Voice ID portal. This is where you invite agents to create their voiceprints and manage their profiles.

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Customizing your enrollment configuration text

When you invite agents to create their voiceprint profiles, they’ll receive an enrollment email and a consent prompt. Configuration Text is pre-populated with a general set of agent voice enrollment instructions. You can customize the text of both the email and the prompt, and save more than one set of Configuration Text if you have different guidelines or language needs at different contact centers or locations. We recommend keeping the general guidelines in the default Configuration Text and only adding specific language to meet your organization’s needs. To add or edit Configuration Text, go to the Configs tab. If there are multiple Configuration Text bodies, they display as tabs at the top of the text body.

• To modify existing Configuration Text: update the fields as needed, then click Save. Changes only save if you click Save — otherwise they’re lost once you navigate away.
• To create new Configuration Text: click Add Config at the top right of the Configs page (new Configuration Text is pre-populated with the default text), update the Config Name field to identify it, make your desired modifications, and click Save.

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Setting up and enrolling agents

In the Agents tab of your Agent Voice ID portal, you have two options for inviting agents to create their voiceprint profiles: one at a time, or all at once by uploading a list.

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Enrolling agents one by one

Click +Add Agent, then enter:

• Name
• Email
• Country code and phone number
• The configuration template to use for the enrollment email and consent prompt

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Enrolling agents in bulk

1. Create a CSV spreadsheet listing each agent’s name and email address.
2. Title the first column “agent_name” and list each agent’s name below.
3. Title the second column “email” and list each agent’s email address below.
4. Return to your Agent Voice ID portal, click Bulk Upload, upload your completed CSV file, and choose the config setup for the enrollment email and consent prompt.

Each invited agent receives an email and a phone call directing them through voiceprint creation. These emails typically take about 5 minutes to arrive. If an agent needs help, see “Agent Voice ID enrollment and experience” below, or contact Invoca Support. You can also renotify agents who still need to complete enrollment, or haven’t received the enrollment email, by clicking Renotify under the Agents tab.

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Agent Voice ID enrollment and experience

To get started, agents go through a quick automated process to set up a voiceprint profile. The whole process takes about 5 minutes.

1. Find a quiet area where you can receive a brief phone call, without too much background noise.
2. Check your email for your Agent Voice ID enrollment email from no-reply@sbx.validsoft.cloud. If you can’t find it, check your spam filter. If it’s not there either, contact your manager and ask them to resend it. It also helps to temporarily add the Agent Voice ID calling phone number, 1-361-344-4900, to your contacts so it isn’t blocked as spam.
3. Follow the link in your enrollment email to enter the voice printing enrollment portal.
4. Read through your organization’s consent policy thoroughly. You’ll be asked to consent to using your personal data and voice for authentication and security purposes, and to agree to the Terms and Conditions governing Agent Voice ID.
5. Check the Give Consent checkbox, then click Next.
6. Enter a phone number, along with its country, where you’ll be able to receive a call. Click Next.
7. Click Enroll to receive a call at the number you entered.
8. Follow the instructions given over the phone, and when prompted, read the script from your enrollment portal aloud in your normal voice for roughly 60 seconds. Headphones with low-quality mics or poor Bluetooth connections can cause poor voiceprints, leading to improper matching — record your voiceprint in a normal talking voice, in a quiet environment.

After completing this process, the Agent Voice ID portal has the data needed to create a unique voice recognition model for your calls, which is then applied to your actual calls for improved metrics and personalized feedback.

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Going live and managing usage

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Integration setup

When at least 90% of your agents have completed voiceprint enrollment, it’s a good time to contact your Customer Success Manager to enable Agent Voice ID. For best results, we recommend 100% enrollment. To finish enabling this feature:

1. Log in to your Invoca account and click Integrations in the sidebar menu.
2. Select Manage Integrations.
3. Find the Agent Voice ID tile in your list of available integrations. If this tile doesn’t say “Ready to Integrate,” contact your CSM to have it enabled.
4. Click the Agent Voice ID tile, then click Integrate.
5. Set up the feature with these settings:
   • Invoca Friendly Name: something easily recognizable in your Invoca reports, such as “Agent Voice ID.”
   • Profile ID: if you only want Agent Voice ID recognizing agents’ voices on a particular Profile, enter its ID number here. Otherwise leave blank.
   • Triggered By: the Signal that most closely matches the calls you’ll be scoring, so all agents taking those calls are included — often the same Signal as your Scorecard Qualifier Signal.

Whenever your agents receive a call through Invoca, Agent Voice ID analyzes the voice data to identify who answered. This is primarily used in the Call Review Console for coaching and scoring — you can view and modify the predicted agent name on the Call Detail page, and it’s also available in your Invoca reports as the “agent name” data field. This automated attribution lets you match performance metrics to agent scorecards and personalize coaching opportunities.

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Agent name override

Agent Voice ID lets you correct agent misidentifications within the Call Review Console by selecting the correct agent name from a drop-down list of enrolled agents — helpful for mixed telephony systems or when audio quality or background noise cause an incorrect match. Only agents fully enrolled in the Agent Voice ID portal appear in the drop-down for corrections.

1. Click the existing agent name to open the drop-down menu of enrolled agents, listed alphabetically by first name. If you don’t see an agent on the list, contact your Agent Voice ID administrator to verify their enrollment status.
2. Select the new agent — the previous agent is overridden, and the Call Detail page updates with the new name.

Once selected, changes apply automatically with no additional steps. The agent list also includes two default options — Cannot Identify Agent and IVR/Voicemail — for calls with no agent present or where the agent can’t be identified. Both are filterable in reports and can be changed at any time. The list supports search: selecting the agent name drop-down highlights the current agent, and typing a name filters the list to close matches. Agent name changes propagate across the platform — all reports and transactions tied to the call update, and every change is tracked in the network transactions log.

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Best practices

To provide optimal voiceprint matching, keep your agent list up to date by removing agents who no longer take calls and adding new agents as they’re onboarded.

• Audit portal activity: click the Logs tab to see a complete list of actions taken in your Agent Voice ID portal, including invitations sent and enrollments completed.
• Track enrollment progress:
  1. Click the Dashboard tab to view charts tracking how many agents have received, begun, or completed voiceprinting enrollment.
  2. Add all agents you expect to be scored by Invoca.
  3. As new hires start, add them to your Agent Voice ID portal — consider making this part of your onboarding process.
  4. Review the default agent enrollment template in the Configs tab and customize the legal consent wording as needed.
  5. Select Notify under the Actions dropdown to email agents their enrollment invitation.
  6. Track enrollment status, and resend the invitation by deleting and re-adding an agent if needed.
  7. If an agent leaves your organization, delete them from the portal.

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Where to go next

• Call Scoring: Agent Performance and Call Evaluation
• Agent Read the Entire Voice ID Enrollment Text but Nothing Happens
• Some Agents Are Consistently Not Named Correctly for Voice ID