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The Verifications Page provides administrators and help desk agents with complete visibility into all helpdesk-initiated identity verification attempts. Each record includes participant details, risk scoring, verification outcome, timestamps, the referrer (the help desk agent who initiated the verification flow), and the status of the action the user performed at the end of the verification (for example, whether a password reset succeeded, failed, or still requires assistance).
This is the central operational view for help desk-driven identity validation and is used prior to sensitive actions such as password resets, account recovery, and fraud investigation.
Main Verifications Page View
Page Header and Controls
At the top of the page, the following controls appear:
| Control | Description |
|---|---|
| Verification Count | The total number of records (for example, Helpdesk Verifications | 80). |
| Search Bar | Free-text search by participant email, referrer, or status. |
| Filters | Refine results by Risk Score slider (0–10), Participant Email, Status (Passed, Failed, Timed Out, Not Enough Questions), Referrer, and Date Range (with Apply / Reset). Expired verifications are filtered out automatically.* |
| Quick Actions | Send Verification Portal Link, Export CSV, and Refresh Table. |
* An expired verification is a verification link that was sent to a user but never opened or completed before it expired.
These controls enable fast triage, record lookup, and audit reviews.
Verification Table Columns
Each row in the table represents a single verification attempt. Columns include:
| Column | Description |
|---|---|
| Participant Email | The email address of the individual who completed or attempted a verification. |
| Name | The full name of the participant. |
| Risk Score | A numeric score (0–10) that indicates the overall verification risk. Higher values represent increased risk. |
| Status | The final outcome of the verification: Passed , Failed , Timed Out , or Not Enough Questions. |
| Referrer | Identifies who initiated or referred the verification, when applicable. |
| Timestamp | The date and time when the verification was completed. |
| Actions Status | The action the user performed (for example, Reset password) shown with an icon that reflects its status. Hover over the cell to see a tooltip with the status. Shows one of the values listed below. |
Actions Status Values
When an action was performed, the cell shows the name of the action - for example, Unlock account, Set password, or Reset password - together with an icon that reflects its status. The icon is one of the following:
| Icon status | Meaning |
|---|---|
| Success | The action completed successfully. |
| Failed | The action did not complete successfully. |
| Assistance required | The user reported that they still require assistance. |
If no action was performed, the cell shows one of these two statuses instead of an action name:
| Status | Meaning |
|---|---|
| Action incomplete | No action was completed within 5 minutes of the verification. |
| Pending | The action has not been completed yet. |
NOTE
Note: The Actions Status column appears only when actions are configured for your tenant. If no actions are configured, the column is hidden.
Filtering and Searching
Users can filter records by:
Participant Email
Name
Risk Score range
Verification Status
Referrer email
Timestamp
Actions Status - filter by Action successful, Action failed, or Assistance required
Action type - filter by the specific action (for example, Reset password or Unlock account). Only the actions available for your tenant appear.
Expired toggle - show or hide expired verifications. Expired verifications are hidden by default; turn the toggle on to include them in the table.*
Filters allow help desk teams to quickly isolate high-risk events, incomplete verifications, or cases initiated by a specific agent.
Sending a Verification Portal Link
Agents can initiate a verification flow for any user who must prove their identity before a sensitive action (such as a password reset). The user receives a secure link via SMS or email and completes verification in the Self-Service Portal (SSP).
Learn more: Sending a Verification Portal Link. Reset-specific details are in the Password Reset Workflow article.
Exporting Verification Records
Click Export CSV to download the current table view. This allows teams to:
Review high-risk events
Conduct internal audits
Track helpdesk performance
Analyze verification trends
Accessing Verification Details
Selecting a verification record opens the Verification Summary panel, which includes:
General information - name, email, verification status, risk score, referrer, and the time of the verification
An Action section showing the action the user performed, its status, and what triggered it (see Action below)
An Analysis Report breaking down the signals imper.ai evaluated, grouped into Network, Endpoint, and Persona layers (see Analysis Report below)
Link to the full Verification Transcript - admins can review the complete chat transcript to see exactly where the employee answered incorrectly
Action
The Action section shows the action the user performed and its status; if the action failed, the reason is shown after the status. It also shows a Triggered By value indicating what initiated the action (hover over it to see its full description):
| Value | Meaning |
|---|---|
| Self-service | The user performed the action themselves via the Self-Service Portal (SSP). |
| Manual | An agent triggered the action manually. |
The drawer looks slightly different depending on the verification outcome and the action taken. The examples below show a passed verification with an action performed (left) and a passed verification with a failed action, where the Action section shows the reason for the failure (right).
Analysis Report
The Analysis Report explains why a verification received its risk score by grouping the evaluated signals into categories. For a full breakdown, see Analysis Report.
Verifying with a Manager
When a verification fails with medium risk, an agent can confirm the user's identity through the user's manager by email - directly from the verification drawer, with no call or meeting. The manager verifies the user through their own direct connection with them and then approves or declines the request; on approval, the user can complete the action without further verification. High-risk failed verifications do not offer this option.
For the full agent and manager flow, see Verify with Manager.
Verifying with a Document
When document verification is required, the agent can initiate a document verification session. The verification is performed using either your organization's configured identity verification provider or the provider offered by imper.ai. Once completed, the verification result is automatically reflected in the verification record.
For the full agent and end-user flow, see Verify with Document.