Most onboarding packs in Malaysian wallets still treat a second MyKad capture as a second person. Operations never believed that. The agent already has a case open. The applicant is still in the branch lighting, or still in the same kitchen at night.
A usable event for a retry names three things: the same application identifier, the reason the first capture failed (glare, crop, expiry, liveness), and whether an agent or an automated check made the call. If you only fire kyc_started again, your funnel will look busier every time the weather changes.
When File Lighthouse walks this journey, we sit with the reason codes the contact centre already uses. Those codes are often older and more honest than the event list. The measurement job is to stop the weekly pack from celebrating a rise in “starts” that was only humidity on a camera lens.