A risk event is a discrete incident within a call or related workflow that indicates potential exposure, such as a required disclosure not being read, a prohibited promise being made, sensitive data being spoken aloud, or a customer complaint escalating into a regulatory issue.
Operationally, risk events matter because they help teams move from general “quality concerns” to trackable, reviewable moments that can be triaged, investigated, and corrected. Capturing risk events supports consistent coaching, targeted policy updates, and evidence for audits or disputes.
Risk events are often logged with context like timestamp, agent, interaction type, and the policy or regulation involved so leaders can monitor trends, prioritize remediation, and reduce repeat issues.
