- Bulk Decisions
- Column Management
- Claiming Queue Items
- Escalating Reviews
- Prioritizing Reviews
- Managing Review Volume
- Creating a Queue
- Adding Hold Time
Fraud analysts can select multiple queue cases and apply a decision in a few clicks—accelerating queue processing times.
Also, your team can decision a case right from the Review table by choosing the necessary decision in the dropdown of the Latest Decision column.
Bulk Decision functionality is currently available in the Review tab: All Queues, Holds, and Escalations (see below for more details on these types of queues), and access to the functionality is managed by the “Make bulk decisions” permission. It's enabled for all Sift default roles.
Queues contain various details within the list view that allow analysts to quickly see important details for cases in the queue. The columns that appear in the default view can be sorted, removed, or added to ensure that analysts only see what they need when reviewing several cases at a time.
Sorting enables users to focus on the most important data for decision making. Certain columns can't be sorted due to the dynamic nature of their data, these include:
- Latest Decision
- Latest Decision Source
- Claimed By
The queue sort order remains the same even if the user starts a queue review by clicking the “Start Review” button.
Adding, Removing, and Arranging Columns
Analysts can also hide, show, and re-order columns to suit their needs. This helps analysts focus on the columns that matter most. Users can configure columns in the queue by clicking the “Edit Columns” button (permission required).
The changes made within a specific queue are stored at the organization level which means the queue will look the same to any user within an organization. Note that “ID” is a reserved column and can’t be removed from the queue.
Queue columns configuration is managed by “Edit Review Queue Configuration” permission. By default, it's enabled for Manager and Administrator roles.
The column management functionality is available in Review Queues, Escalations, and Holds (see below for more details on these types of queues).
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.