Case Handling

Cases are handled by the CSRs as follows:

A new transaction flagged by the FA or a Deny or Increase Authentication advice generated for a transaction creates a new case. The status of the case before the Queue Monitor Thread schedules it is NEW. The Queue Monitor Thread changes it to OPEN, and when a CSR finally views the case, the case status is changed to INPROGRESS.
Note: Even before the case is handled by a CSR, more flagged transactions might be added to the case.
A CSR is automatically assigned to work on the case.
Contact the user out of band, say by sending an email or by calling them on the specified contact number.
Based on the ongoing investigation and the results of contacting the end user, the CSR can update the case, as it develops:
- Search for transactions based on a specific time interval.
- During the user interaction, add previously unsuspected transactions to the case.
- Choose resolutions for one or more of the transactions in the case.
- Mark the case for follow up and set the Next Action Date.
  Typically, the Case Status of such cases is then updated to either INPROGRESS or ONHOLD, and the user is contacted by a CSR later.
- Based on user input, add the user to the Exception User List for a specified period of time.
- Resolve the case and change the Case Status to CLOSED.
The Queue Managers can also reopen an expired case, if required.