Engagements

An engagement is a collection of all sessions associated with a person’s interaction with the application. For example, if an incoming call transfers to two different agents, Gatekeeper creates an engagement with three sessions (one for the connection to the IVR application, one for the first agent, and one for the second agent).

Engagements enable tracking the sequential activities of a transaction while aggregating final, post-call processing for those activities (for example, post-call processing of longer audios) to promote more accurate decisions. For example, you can use media from different engagements to identify fraud and investigate similarities with past engagements (backward search).

Some notable points:

• It is recommended that each engagement should only have one person.
• For batch processing, such as batch enrollment, it is recommended to use one session and one engagement for each person.
• As the number of sessions and factors within the same engagement are limited, you must not execute a large batch script or many factors into the same session or engagement.

For more information:

• Fraud analysts use engagements to research and evaluate historical interactions, and to declare verdicts for detected fraud. See Analyzing engagements.
• Application developers create and manage engagements. See Context management.