CA RiskMinder Administration Guide › Managing Cases › Case Roles › Customer Service Representatives › Working on Cases

Working on Cases

They typically review cases that are automatically allocated to them and work on these cases. When they start working on a case, the case is marked with their name. As a result, the case will not show in another CSR’s screen. However, the Queue Managers can reassign the case to another CSR by assigning another CSR to the Queue.

CSRs can also call end users to confirm the authenticity of a suspect transaction. Their main activities include:

• If required, call the end users to verify if a transaction is fraudulent or not.
• Add users to the Exception User List for a specified duration, based on the user input.

  The default duration is 10 days, but they can change it as required.

• After reviewing a case, CSRs can update the case. As a result of which, they can change the case status from In Progress to one of the following:
  • On Hold
  • Closed
• They can also take appropriate notes in a free-form field to capture the progress of the investigation.