Backend - Release Notes¶

Backoffice — Release Notes¶

v1.4.131 → v1.5.59 versions

1. Scope¶

This document summarizes the features added, changed business rules, new system parameters, and improvements made from version v1.4.131 to v1.5.56 of the EnQualify Plus Backoffice product.

The purpose is to allow business units and integration teams to evaluate new capabilities and configuration options before the version transition. Technical improvements that do not impact user experience or configuration are excluded, and only changes that affect product behavior are listed.

2. Executive Summary¶

The most significant changes in this version range include:

• Authentication security has been enhanced with three new layers: Visual Security Item Verification, Conceal Testing, and an entirely new Voice Verification module.

• The storage structure for meeting recordings has been renewed: recordings are now kept in a date and time-based folder hierarchy; existing recordings are automatically transferred to the new structure.

• To reliably upload large video files over weak connections, a chunk upload feature has been added.

• Name-surname verification support for Azerbaijani identity cards has been added; the name comparison engine has been updated to allow tolerant (fuzzy) matching.

• The reflection of face verification and spoofing (antispoofing) results in the final assessment has been strengthened.

• The video call screen (Flexible Layout) can now be customized by institution based on many elements such as color, font size, camera placement, and OCR frames.

• New dashboard indicators and an "Approval Pending List" menu have been added for the supervisor approval process.

• Personal data masking (email, phone number) can now be managed separately for Supervisor and Representative roles.

• The Dynamic Evaluation structure has been improved; call termination reasons can now be managed based on rules.

• The user interface and server-side infrastructure have been modernized for performance and sustainability.

3. New Features and Major Enhancements¶

3.1 Voice Verification¶

A completely new authentication channel has been added where pre-defined questions are asked to the customer during the call (in random order if desired), and their spoken/video responses are automatically compared with pre-defined expected answers. This strengthens authentication by asking a customer-specific security question in addition to the existing face/identity verification.

On the mobile application side, 3 new services have been added for this module:

• Sending the group/scenario of questions to the mobile device (Verbal Approval List configuration)

• Uploading the customer’s spoken/video response to the system

• Approval of voice verification by the representative

3.2 Visual Security Item Verification¶

The physical security elements (hologram, security thread/micro writing, crescent, signature, optical variable ink-OVI, barcode, chip, MRZ, etc.) on the identity document are now evaluated and recorded separately, each with its own security score and threshold value.

The rule of "how many front + how many back security items must be valid" can be defined on the Parameter screen based on the type of identity; thus, the verification rigidity can be adjusted by the business unit for different identity/document types. If the document does not meet this criterion, a defined action (issue a warning / stop the process, etc.) is triggered.

3.3 Conceal Testing¶

A new test has been added to check if security elements (micro writing, crescent, signature, OVI) on the identity card can still be accurately detected by the system even if they are partially covered or bent with a finger. This adds an additional security layer that increases the likelihood of detecting physically forged or displayed fake identities.

The test result and minimum security threshold (default 30%) can be managed from the Parameter screen, and this feature can be activated or deactivated globally.

3.4 Renewal of Meeting Recording Storage Structure¶

Meeting recordings are now written into subfolders based on their creation date and time in the format Year / Month / Day / Hour. This structure ensures the preservation of file access and management performance as the recording volume grows. The change is applied similarly in both local disk storage and S3 compatible cloud storage.

The transition of existing recordings to the new folder structure is performed gradually through an automated background migration process; this process is designed to not create system load and is carried out while ensuring the integrity of the recordings.

3.5 Chunk Video Uploading¶

Large-sized meeting videos are uploaded in small chunks to prevent timeouts during upload over weak connections. The maximum wait time for normal upload (default 180 seconds) has been parametrized; when this time expires, the system automatically switches to chunk uploading.

3.6 Flexible Layout Customizations¶

The video call screen seen by the representative and the customer can now be extensively customized by institution: color theme, font size, position/size and movement of camera images, OCR frame visuals (successful/failed/default, separately for front/back), visibility and location of the representative's name, flash button icon, and dozens of visual elements can be configured without code changes.

3.7 Supervisor Approval Process Enhancements¶

A new menu ("Pending Approval List") has been added to facilitate tracking approval pending transactions for users in the Supervisor role, along with "Total Pending Approval" and "My Pending Approval" indicator cards added to the dashboard. Additionally, it is now possible to manage whether the reason for a call termination is displayed as a card on this approval board from the parameter screen.

3.8 Personal Data Masking¶

The option to mask the customer’s email address and phone number on the Supervisor and Representative screens can now be managed separately for both roles (by default, the Supervisor screen shows masked email and an open Representative screen). This allows more precise control over personal data visibility according to role.

3.9 Azerbaijani Identity Support and Name-Surname Matching Engine¶

The name-surname comparison logic has been expanded to support not only Turkish identities but also Azerbaijani (AZE) identities; ensuring that the characters specific to the Azerbaijani alphabet are processed correctly in MRZ-population matching.

In this context, a general-purpose, reusable name matching engine has been developed; the engine can perform matching with a certain tolerance ("similarity rate") instead of a one-to-one match when needed. Issues with matching in abbreviated names due to punctuation have also been addressed in this context.

3.10 Dynamic Evaluation Structure¶

A structure has been established to bring call termination reasons according to defined rules during the call.

• A process definition screen has been added to manage multiple processes.

• A rule definition screen has been added.

• The evaluation structure has been revised to operate the rules.

3.11 Integration and Infrastructure Capabilities¶

• A new e-commerce platform integration API has been added.

• In corporate integrations, status update and authentication (login) services have been separately configured to increase flexibility.

• Support has been added for additional cloud storage providers compatible with S3; compliance options with on-prem and non-AWS S3 compatible providers have been expanded.

• Infrastructure has been prepared and integrated with EnQualify for Speech-to-Text and Text-to-Speech services.

• Data protection / field encryption capability can now be activated on a per-installation basis.

4. Evaluation of Verification Results¶

With this version, the following improvements have been made in the creation of the final verification result of a call:

• Improvements have been made in reflecting cases where the face similarity score could not be generated due to a technical reason in the result assessment; these cases are now marked as "failed" (Red).

• The result of fraud/liveness detection (Antispoofing) now directly reflects in the overall result of face verification (Green/Yellow/Red color code).

• An artificial intelligence check that verifies whether the face in the ID document is covered by an object/hand can now be activated through parameters.

• The issue of name-surname matching that can occur when punctuation characters are present in names in the population registry has been resolved.

These improvements increase verification reliability. After the version transition, you can review the alignment of the settings with your organization’s needs.

5. Data Structure Changes¶

During this version range, the data model has been expanded to support new features. The changes are applied automatically with the product update; they do not require action from the business unit.

6. New / Changed System Parameters¶

The following parameters are system parameters that can be managed from the Settings/Parameters screens and can be turned on/off or set as values by institution.

7. Integration Capabilities¶

During the period, new service capabilities directly related to integration processes have been added. Detailed endpoint and parameter documentation is provided via the Developer Portal for integration teams.

• Conceal Testing: Uploading security visuals on the identity for verification.

• Voice Verification: Services for transmitting the verification scenario to the mobile client, uploading the customer response, and representative approval.

• Identity Pre-Identification: Recognition service that identifies the document type before OCR.

• Queue Management: Querying the customer's queue position.

• Model Configuration: The new version of the mobile model/configuration download flow.

• Verification Rigidity: The flexibility to configure authentication parameters, including the number of visual items to be verified and actions by document type.

• Nationality Distinction: The name-surname comparison service can operate based on nationality (TUR/AZE).

8. Release Content — Detailed List¶

This section is a detailed list of changes made during the version range by category.

8.1 New Features¶

• Support for additional cloud storage providers (object storage) has been added.

• Azerbaijani identity verification has been added.

• A feature for encryption with SHA256 has been added.

• A chunk video uploading/playing feature has been added.

• A call retry feature has been added.

• Dynamic management of visual item analysis has been enabled.

• The Conceal Testing feature has been added.

• A fraud prevention (Antispoofing) historical analysis feature has been added.

• Column settings have been added to the General Performance Report.

• A refresh button has been added to the Representative Analysis Report.

• A daily view has been added to the Call Performance Report.

• Description windows have been added to the Call History Report.

• A close button has been added to the flash screen.

8.2 Improvements¶

Key updates enhancing the user experience in existing features include:

• Evaluation Flow: The steps of evaluation on the video call screen have been made smoother.

• Approval Menu: Approval menus have been reorganized under the Parameters menu and menu names have been clarified.

• Personal Data Masking: The masking options in General Settings have been improved.

• Reports: Column settings have been added to the General Performance Report, daily view to the Call Performance Report, a refresh feature to the Representative Analysis Report, and date validation has been added to the Call Routing Report.

• Audio Management: The management of audio files has been improved by call type and the voice changing function has been enhanced.

• Snapshot Category: The parameter screen (list and modal views) has been updated.

• Visual Consistency: The use of fonts and default visuals across screens has been standardized.

Additionally, improvements have been made in background processes such as the recording storage structure, integration traceability, dynamic naming of "Successful/Unsuccessful", and the performance of various screens.

8.3 Fixes¶

The following fixes directly affect the behaviors that users may observe on the screens:

• Call Statistics: Some answered calls were appearing as "unanswered" in reports; calls are now categorized correctly.

• Report Date Filters: The start date filter producing different results than expected in the Routing, Representative Check-In-Out, and Unanswered Call reports has been corrected.

• Excel Export: Issues in exporting the Transaction List Tracking report to Excel have been resolved.

• Date of Birth Display: The incorrect display of date of birth in the Transaction List Tracking report has been fixed.

• Password Reset: Fixed the issue preventing passive users from completing password reset operations.

• English Interface: Resolved the display issue occurring on some screens when the backoffice language was set to English.

• Appointment Day: The incorrect display of the status list on the screen has been corrected.

• Cloud Storage: Resolved a connectivity issue affecting access to meeting recordings in certain cloud storage configurations.

Additionally, various stability and display fixes that do not directly change the customer experience have been made in reporting, dashboard indicators, call control definitions, evaluation description settings, and general interface areas.

8.4 Infrastructure and Performance Work¶

Comprehensive infrastructure improvements that do not affect current use have been completed in the background for the product’s performance, security, and long-term sustainability.

9. Recommendations Before Version Transition¶

• New security controls (Visual Security Item Verification, Conceal Testing) come with default threshold values. These values can be freely adjusted on the Parameter screen for your organization’s needs; you may also choose to continue using the defaults.

• Since new verification layers have been implemented, it would be beneficial to observe the alignment of results with your organization’s expectations during the initial period after the transition and to fine-tune the settings.

• The default personal data masking settings (masked email on the Supervisor screen, open on the Representative screen) should be confirmed in accordance with your organization's data visibility policy.

• As Flexible Layout customizations can be configured by institution, it is recommended to check the appearance settings before transition.

If you need further details or clarification regarding the impact of any item in this document on your business processes, please contact your Enqura customer representative.