In Alloy, Case Management is a queue that houses all cases generated on the entity. A dashboard is used to review transactions and act on all alerted behavior with the ability to add notes, attach documents, assign cases to agents or teams, change statuses, and escalate while maintaining an audit trail of all activity.
With Alloy's case management system, your organization can monitor transactions, act on flagged suspicious activity, and complete regulatory filings. Different institutions and organizations use different types of case management, so it is customizable (e.g., customizing change status, reasons, outcomes, etc.)
With flexible queues, automatic assignment capabilities, and customizable filters, cases can be quickly triaged to the appropriate fraud, AML, or risk function for review. Teams have direct insight into the entity's full activity history and are empowered to make informed decisions efficiently. Streamline due diligence, control fraud risk, and meet compliance demands from a single intuitive interface.
This article contains the following sections:
How Alloy can help
- Alerts can be configured to fit your organization's risk policies.
- Aggregated entity-level view of suspicious activity allows a holistic view of a customer's risk profile.
- Logs of all decisions associated with the case are maintained for a comprehensive and transparent audit trail.
- Cases are assigned automatically to agents based on predefined criteria.
- Entity and transaction details are pre-populated in Alloy so that your organization can easily meet regulatory obligations and aggregate and export suspicious activity data.
- Actions in response to alerts using webhooks can freeze/unfreeze accounts and pause/unpause transactions (transaction interdiction) from a single screen.
Understanding the Case Management dashboard
The Case Management dashboard has a lot of information. The following sections will be covered:
Search and Filter
The Search and Filter section of the dashboard allows you to refine your case results by applying specific criteria. Each option within this section is covered below.
- Search - Search for a specific case by inputting a token, entity PII details, a specific assigned agent. Search filters can be saved for convenient reuse or you can clear your filters to start fresh.
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Date Created - Search for results within a specific timeframe. Options for searching include:
- All Time
- Absolute: Select separate start and end date and time.
- Quick: Select from list of named periods.
- Opened/Closed - Filter for cases that either have an Opened status, Closed status, or both.
- Status - Filter for specific statuses. The options listed here are based on configured statuses for the dashboard.
- Alerts - Filter for specific cases that generated a given alert. The options listed here are based on tags in the Workflow configured to be case-generating.
- Program - Filter for a specific program defined by client’s request/data.
- Assignee - Filter for cases assigned to a specific reviewer or cases that are unassigned.
- Case Type - Filter for specific case types. The options listed here are based on configured case types in the dashboard.
- Created By - Filter by cases generated from a Workflow or created manually by a User.
Case Results List
The Case Results section lists out all cases based on the search and filters applied. There are two tabs here that can be viewed.
- All Cases - this view shows every case that has been created, regardless of which agent was assigned.
- My Cases - this view shows the cases assigned to the user viewing this tab.
Regardless of which tab is viewed, the following columns are available to view about a case from the Case Management queue.
- Entity - The results can be sorted by this column.
- External Entity ID - If supplied, the entity’s external entity ID.
- Opened/Closed - The state of the case. A case can be either Opened (needs attention from an agent) or Closed (no longer needs attention).
- Assignee - If assigned, who the case has been assigned to. An orange “E” tag next to the agent name indicates the case has been Escalated.
- Status - The Case Status returned based on the Workflow outcome rules or when manually updating a case status. A Workflow outcome can configured to be a Case Status from the Settings.
- Case Age - The duration in days since a case has been open. The results can be sorted by this column.
- Case Type - The Case Type for the alert(s) that fired for the case.
- Alerts - All triggered alerts that resulted in the case.
- Case Token - An Alloy-generated unique ID for the case.
- Last Updated - The date the case was last updated, including reviewing the case, adding a note, or any change was applied to the case. The results can be sorted by this column.
Case Bulk Actions
When one or more cases are selected, a Perform Actions menu will appear with bulk action options. You can perform the following actions in bulk:
- Assign - Assign a case to an agent. For more details on how to assign a case, visit the article Assign a Case.
- Change Status - Change the status from a case. For more details on how to update a case status, visit the article Case Status.
Creating a Case Manually
Cases can be created automatically based on the Transaction Monitoring Workflow configuration base on case-generating tags. You can also create a case manually by clicking Create Case from the Case Management Queue.
When creating a case manually, the following information is required to be filled out:
- Entity External ID or Entity Token
- Manual Alert Triggered
- Notes
If a case already exists for the entity with the same triggered alert, a new case will not be created.
A case that is created manually will not have a Case Status associated with it, since it did not go through the Workflow.
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