IAM story: Authenticate CC Agent
Role: As a BOFE user, I want to ascertain customer, that my call is legitimate.
Objective: An easy way for customer to request additional assurance via app, that the call is legitimate.
Functional requirements:
Button available in app, that when clicked, four random digits will appear. This 4 numbers will be logged in the communication history. Customer can ask the calling agent to read out loud the prompt.
Calling agent will look up for this prompt in BOFE communication history log and will read the four digits out loud to the customer, as a proof, that he can access the bank systems and the call is legitimate.
Acceptance criteria: When customer clicks to authenticate the calling representative, 4 digits will be submitted to BOFE communication log and can be read out loud by during the call.