Records

Suspected Fraud tab

The Suspected tab highlights calls that are suspected to come from known Fraudsters. Additionally, if opted into Smartnumbers consortium, calls will be flagged when the caller appears on another consortium member’s Denylist. 

Assigned to me tab

Any calls that have been assigned to you will appear in your ‘Assigned to me’ tab. For more details, see Assigning a record.

Search

You can search for a specific call record either using a unique call ID or by other search criteria such as the caller ID, end date/time or associated labels.

Call details

By selecting a call record you can access detailed information about the call:

• Risk markers help you to identify any notable risk factors that have influenced the risk score.
• Caller info tells you the scale of the caller. Here you can also Investigate a record.
• Call info gives you detailed metadata about the call.

Adding a Decision to a record

Once you have determined whether a call is Fraud, Genuine or Suspected fraud you can add this to a record. This will automatically feed back to Smartnumbers as machine learning training data. This increased likelihood of similar calls being accurately scored in the future (subject to a machine learning model refresh).

Adding a Fraudster to a record

Fraudsters are known, prolific fraudsters or gangs that you have identified and wish to track. You can capture a nickname, method (MO of the fraudster) and protocol (what should be done if the fraudster is detected) and can follow new calls that are suspected to be made by the same individual(s).

If a Fraudster has previously been added to a record then they will automatically be suggested in future calls suspected to be the same caller. 

You can manage all of the Fraudsters that your organisation has set up by clicking on Fraudsters in the left-hand navigation.

Adding a caller to the Denylist

You can add or remove a caller to the Denylist directly from a call record whether the caller ID is displayed or withheld. Caller IDs that have been added to the Denylist can be managed on the Denylist page unless they are withheld. Withheld caller IDs can only be added or removed directly from a call record. 

Adding a label to a record

You can categorise records with additional information (for example the fraud type). This can be used for discoverability, additional context or to give training data back to Smartnumbers to improve risk score accuracy.

You can either search for an existing label to add or create a new one.

Investigate a record

You can determine the behaviour and impact of a fraudster by investigating their caller profile. Here you can look through all calls that have been made by the same underlying caller ID, even if the caller has withheld their number.

In order to protect the privacy of legitimate callers and to comply with privacy regulations, you must only use this for the prevention of fraud.  

Assigning a record

You can assign a record to yourself or a colleague. If a record is assigned to you, it will appear in the Assigned to me tab within Records.