Outbound
A bank ringing you unprompted about money is exactly what a scam looks like. On this side the agent has to prove itself before it asks the caller to prove anything.
Inbound
Someone has dialled the 24/7 helpline. Six things they might want, and only one of them can be answered before you know who they are.
Knowledge
Everything the agent is able to say, scraped from the bank's own site. If it is not in here, the agent does not know it.
Playbook
The two rules that outrank everything else on this desk, and how they are enforced.
Desk
Calls taken this session, and what the controls did.