Introduction
Welcome to the Vishing Simulation Training product! This guide will walk you through the steps to effectively use the platform for simulating vishing attacks and training your employees to recognize and respond to them. The platform provides a comprehensive suite of tools to create, manage, and analyze vishing campaigns.
Getting Started
1. Login and navigate to Vishing
Upon logging in, you will be directed to the main dashboard. Navigate on the left pane menu Agents --> Vishing Agents
Agents Section: This section displays a list of default agents and allows you to create custom agents.
2. Creating/Modifying Agents
Default Agents: The platform provides several default agents such as a CEO, Bank Representative, and others. These agents come with predefined roles and configurations.
Custom Agents: You can create custom agents tailored to your specific needs.
When creating a custom agent, you'll need to configure:
Agent Name: Enter a name for the agent
Voice: Select a voice from the dropdown menu or create a custom voice. These will include default voices and customer voices created by you. Check this documentation to understand how to create custom voices.
Phone Number: Enter a phone number from which the agent will call. It is a pre-populated option, which are phone umbers provided by Right-Hand.
This information will be used in the script and the way call will proceed, Think of this like a prompt to the AI:
Persona: Define the agent's behavior and tone during the call
Environment: Set the context for the call, such as the topic of discussion or the scenario
3. Creating Campaigns
To create a new campaign, go to View Details within a agent --> Then click on campaigns tab
Campaign Name: Enter a name for the campaign
Agent Goal: Specify the goal of the campaign, such as testing employees on their security awareness
Failure Keywords: Add keywords that indicate a failure, this means what does the employee has to say to mark this test as a fail. It does not have to be exact.
Example: If we are Vishing to ex
tract customer names, then the target of the test saying the name of a company will be a failure keyword. In the text box, you can add "Name of a customer Organization"
Description: Provide a brief description of the campaign's objective
Targets: Set the target audience by selecting specific criteria such as office location, email, department, and user group
Schedule: Choose the start date, timezone, maximum calls per day, and agent start and end times
Enable Tracking: Check the box to enable tracking for monitoring and analysis options
4. Final Review and Test Call
Final Review: Review the campaign summary, agent, and targets. The final review includes a preview of the agent's voice and a test call option.
Test Call: To test your campaign:
1. Enter a phone number
2. Click 'Test Call' to simulate a call
3. The status will show 'Calling...' and then 'Waiting for confirmation...'
4. If the call is successful, a green notification will confirm 'Call completed successfully!' You will also see a transcript and AI analysis of the result verdict.
Managing and Analyzing Campaigns
1. Campaign Management
View Details: Click on an agent to view its details, including the number of campaigns run, total calls, failure rate, and average duration
Edit Agent: Update the agent's configuration, such as voice, phone number, and environment settings
Delete Agent: Permanently delete an agent and all associated data
2. Campaign Analytics
Campaign Analytics Page: Navigate to the analytics tab to view detailed performance indicators for each campaign.
The analytics section includes:
Call Summary: Displays details such as 'Messages', 'User names', 'Yes/No', 'Keywords detected', 'Accounts', and 'Analytics'
Transcript: Shows the conversation between the agent and the user
Detailed Statistics: Provides detailed campaign statistics, including individual results categorized by employee names, duration, time, actions taken, and outcomes achieved
Creating Custom Voices
Voice Library
The 'Voice Library' page displays various default voices and allows you to create custom voices.
To Create a Custom Voice:
1. Click on the 'Create Voice' button to open the 'Create Custom Voice' popup
2. Voice Name: Enter a name for the new voice
3. Upload Audio Sample: Upload an audio sample file or record directly from the microphone
4. Agree to Terms: Check the box to agree to the terms and conditions
5. Click 'Create Voice' to add the new voice to the voice library
Conclusion
This user guide provides a comprehensive overview of the Vishing Simulation Training product. By following these steps, you can effectively create, manage, and analyze vishing campaigns to train your employees and improve their security awareness.
For further assistance, please contact [email protected]
FAQs
What logging and auditability capabilities exist across the platform’s AI features?
Infrastructure and application audit logging is enabled by default across Right-Hand systems. The statement that Vishing Agent communications are not stored unless enabled by an administrator refers specifically to call transcripts, not to infrastructure audit logs.
For the Vishing Agent, customers must explicitly enable call transcription to retain and review the details of individual calls. This setting is separate from the platform’s default audit logging.
AI-generated phishing templates and AI-generated training content are subject to the platform’s standard infrastructure and application audit logging controls.
Where are Vishing Agent call transcripts stored, how long are they retained, and can administrators access them?
When call transcription is enabled, transcripts are stored in Right-Hand’s database. Authorized administrators can review them in the admin console for each campaign and targeted user.
Transcripts can be removed by deleting the associated campaign and are also deleted upon termination of the customer contract.
Are all AI capabilities restricted to authorized administrators?
Yes. Configuration and management of the Vishing Agent, AI-generated phishing templates, and AI-generated training content are restricted to authorized administrator users.
End users may participate in Vishing Agent simulations, but they cannot access the agent configuration, generated content, call transcripts, campaign results, or other administrative output data.
Is customer data used to improve, train, or tune the underlying AI models supporting the Vishing Agent?
No. Customer data is not used to train or tune the underlying third-party AI models. Zero-retention and model-training restrictions are enabled with applicable AI service providers.