> ## Documentation Index
> Fetch the complete documentation index at: https://www.cashfree.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Journey

> Walk through how a Cashfree Video KYC agent verifies a customer's identity in real time using the Agent Dashboard during a live VKYC session.

This journey outlines how an agent verifies a customer's identity during a live Video KYC (VKYC) session using the [Agent Dashboard](https://auth.cashfree.com/auth/agent-login?appId=29).

<Steps>
  <Step title="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.
  </Step>

  <Step title="Check availability">
    * Navigate to **My Profile** to view your availability window (days and time slots) for receiving verification calls.
  </Step>

  <Step title="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.

    <img src="https://mintcdn.com/cashfreepayments-d00050e9/Kmx9_F-Zyh5NOURB/static/secure-id/agent1.png?fit=max&auto=format&n=Kmx9_F-Zyh5NOURB&q=85&s=5a4be483884e6157dce363ff2fa6539e" width="1016" height="636" data-path="static/secure-id/agent1.png" />
  </Step>

  <Step title="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

    <img src="https://mintcdn.com/cashfreepayments-d00050e9/Kmx9_F-Zyh5NOURB/static/secure-id/agent2.png?fit=max&auto=format&n=Kmx9_F-Zyh5NOURB&q=85&s=fe44b0672d40f5602d3ea1ef6c309593" width="1016" height="637" data-path="static/secure-id/agent2.png" />
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
          <img src="https://mintcdn.com/cashfreepayments-d00050e9/Kmx9_F-Zyh5NOURB/static/secure-id/agent3.png?fit=max&auto=format&n=Kmx9_F-Zyh5NOURB&q=85&s=9be5e2847e771eb061985f7f465cf34a" width="1016" height="634" data-path="static/secure-id/agent3.png" />
  </Step>

  <Step title="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.
  </Step>
</Steps>