- Severity
- MODERATE
- Status
- IN PROGRESS
- Owner
- Customer Experience
- Root cause
- Training & awareness
- Test failure
- Operating effectiveness (COE)
- Opened
- 2026-02-20
- Due
- 2026-07-31
- Closed
- —
131 days old as of 2026-07-01Repeat
Monitored calls show identity verification steps skipped under volume pressure.
PARTIAL
tested 2026-02-14
This issue records a COE failure, shown first.
Control Operating Effectiveness (COE)
Procedures evaluating whether the control operated over the testing period.
- 1.Select 25 recorded calls from the period and confirm the full verification script was completed before account access.
- 2.Confirm no sampled call granted access after a failed or skipped verification step.
- 3.Confirm skipped-verification incidents identified through monitoring were logged and addressed with agents.
Control Design Assessment (CDA)
Procedures evaluating whether the control is designed adequately.
- 1.Obtain and read the caller-verification script; confirm it requires multiple independent challenge questions before account access is granted.
- 2.Confirm the script cannot be bypassed under call-volume pressure without supervisor override and logging.
Related issues
Same root cause or a shared entity
No related issues.
Score contribution
Issue-pressure points as of 2026-07-01, before the factor is capped at 0–100.
- Customer Contact Center18 of 18 pts
100% of this entity’s issue pressure
Annual priority score: 44 · issue pressure carries 20% weight in the active model — one factor among several behind that score.
- MODERATE severity: 12
- Repeat finding: +6
Linked entities
- Customer Contact Center
BUSINESS UNIT · MODERATE