Work on Cases (CSRs)

When marks a transaction as suspect or an FA marks a transaction for further investigation, the case automatically appears in the case list of a CSR.
aa821test
When
Advanced Authentication
marks a transaction as suspect or an FA marks a transaction for further investigation, the case
automatically
appears in the case list of a CSR.
To work on the cases in your list:
  1. Log in as a CSR.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Case Management
    section, click the
    Work
    On Cases
    link.
    The first case (in the order of the priority that is assigned to your cases) appears.
    The fields in the page that is explained in the following table.
Field
Description
User Name
The name of the user who is calling in.
Next Action Date
The date when the user must be contacted the next time.
Case History
The latest case Notes and Additional Notes that are entered by the previous call handler.
 
If you want to review all the previous notes in this field, then click the
More...
Link to do so.
Alerts on This Case
Mark Selected As
The Fraud Status of the transaction. The possible values in this field are:
Undetermined
Confirmed Fraud
Confirmed Genuine
Assumed Fraud
Assumed Genuine
If you have more than one alerted transaction that needs your attention
and
after talking to the user you determine that all their Fraud Status is the same (say Confirmed Fraud or Confirmed Genuine), then you can use this drop-down list to set the same in one action.
Fraud Status
Based on the previous entry in the Mark Selected As field, this field can have one of the following statuses:
Undetermined
Confirmed Fraud
Confirmed Genuine
Assumed Fraud
Assumed Genuine
Country
Based on the IP Address, the country from which the transaction was performed.
IP Address
The IP address of the system or device that is used for the user transaction.
Merchant
The merchant that is involved in the transaction.
Currency
The currency that is used in the transaction.
Amount
The total transaction amount.
Matched Rule
The rule that matched and for which
Advanced Authentication
flagged the transaction as risky.
Transaction Date
The timestamp when the given transaction was performed.
Risk Advice
The action suggested by
Advanced Authentication
after evaluating the Risk Score of the given transaction. The possible actions are:
ALLOW
ALERT
DENY
INCREASE AUTHENTICATION
Model Score
The risk score that is returned by the Model for the transaction.
Secondary Auth Status
If the Risk Advice is INCREASE AUTHENTICATION, then this column specifies the result of the additional authentication that your application returned as feedback to
Advanced Authentication
.
Transaction Status
Status of the transaction.
Device Type
The type of device that is involved in the transaction
Transaction ID
The unique system-generated identifier for the user transaction.
 
Note:
If necessary, you can click the Transaction ID to view its details.
OS
The operating system on the device that was used to perform the transaction.
Browser
The browser that was used to perform the transaction.
Device ID Status
The status of the Device ID:
READ
: The Device ID was read from the device.
NEW
: The Device ID was assigned to the device.
REVERSE LOOKUP
: The Device ID was determined by matching the input device signature against the device signatures that were successfully associated with the user.
Action
The type of transaction that is performed by the user, which can be:
Login
Wire Transfer
Any other value that you specify through your application.
Channel
The channel on which the transaction was performed.
From
 
To
The pre-defined date range using which you want to filter the data.
Show Transactions
The button to display the alerted transactions that are based on the preceding From and To fields.
Hide Transactions
The link to hide the displayed alerted transactions.
Case Status
The current status of the case. The possible values are:
INPROGRESS
ONHOLD
CLOSED
Queue
The Queue to which this case has been assigned.
Note
The pre-determined reason for the update.
Additional Note
Any additional information (in addition to the preceding Note) that describes the reason for the change in the case status or any of the fields before.
 
Important!
This field
cannot
accept more than 250 characters.
Next Action Date (GMT)
The date when the user must be contacted the next time for additional follow-up.
Add User to Exception List
If based on user inputs, you temporarily want to exclude a user from risk evaluation for a specified time interval.
 
For example, a user is traveling to a Negative Country and you do not want the user to be denied any transaction for the same. In this case, you can add the user to the Exception User List. If the user is found in the Exception User List, then by default
Advanced Authentication
returns a low Score and the ALLOW advice for transactions originating from these users.
From
 
To
The date range for which you want the user to be exempted from
Advanced Authentication
risk evaluation.
Reason
The reason for which the user is being added to the Exception User List.
  1. Perform the required actions to capture the user inputs by using the fields explained in the table in the previous step.
  2. When done, click one of the following buttons on the page:
    • Save
      to update your changes to the case.
    • Save and Go To Next Case
      to update your changes to the case and go to the next case assigned to you.
    • Go To Next Case
      to go to the next case assigned to you without saving the changes.
    • Cancel
      to cancel any changes you made on the page.