- Claiming Queue Items
- Escalating Reviews
- Prioritizing Reviews
- Managing Review Volume
- Creating a Queue
- Adding Hold Time
Escalation Queues function just like normal queues,
Queue holds can be used to extend the lifetime of an item in review, so analysts can get additional information required for customers.
Fraud managers can enable holds and configure time in hold within the Queue configuration setup in Workflows.
Once configured, a “Hold” button will appear as a decision option during manual review. This puts the case into a Held cases queue which can be revisited upon receiving information needed to make a final decision.
Unlike other queues, hold queues are not auto-serving. Each held case would need to be individually selected from the Held Cases queues.
When a held item reaches its designated time limit, it moves to “Expired Holds” and the timeout configured for the overall queue applies to the item.
For example, let’s say your queue timeout is set to 12 hours with an automatic “approve” decision if timeout is reached, and an additional 48 hours is set aside for holds. If you hold the item 2 hours after it is sent to your queue, and the additional 48 hours pass, it will remain in your queue for 10 more hours before it expires and the automatic decision is applied.
Holds can be applied to queue items multiple times. Additionally, held items can be escalated through Escalation Queues, and things can be held from Escalation Queues.