This journey outlines how an agent verifies a customer’s identity during a live Video KYC (VKYC) session using the Agent Dashboard.
1

Log in to the Agent Dashboard

  • Enter your registered email address to receive a one-time password (OTP).
  • Enter the OTP to access the dashboard.
2

Check availability

  • Navigate to My Profile to view your availability window (days and time slots) for receiving verification calls.
3

Go Online

  • From the dashboard home screen, select Go Online Now.
  • Check audio and video device settings and confirm readiness to accept calls.
  • The system queues incoming VKYC sessions once you are online.
4

Start the verification session

  • Select Start Call Now when a customer appears in the queue.
  • Review the basic customer information including:
    • Full name
    • Reference ID
    • Phone number
    • Fetched location data with latitude and longitude
5

Conduct the VKYC verification

Security validation:
  • Ask predefined security questions such as employment type, salary range, and hometown.
  • Mark each answer as Pass or Fail.
Liveness checks:
  • Ask the customer to read a system-generated numeric code aloud.
  • Validate responsiveness and clarity.
Capture identity documents:
  • Instruct the customer to place the PAN card on a flat surface.
  • Flip the camera and capture a clear image of the document.
  • Verify document accuracy using OCR comparison (name, number, image match).
Capture selfie:
  • Instruct the customer to align their face within the frame.
  • Capture a photo and compare it with the Aadhaar image.
6

Review and submit

  • Review session data across all checks:
    • Basic details
    • Security questions
    • Liveness verification
    • PAN card and selfie capture
  • If all checks pass, select Approve.
  • If any check fails, select Reject, choose the appropriate rejection reason, and confirm.
7

End the session

  • End the call and wait for the next customer in the queue.
  • The session is automatically routed to an auditor for final review.