Working on Cases (CSRs)

CA RiskMinder Administration Guide › Managing Cases › Handling Cases › Working on Cases (CSRs)

Working on Cases (CSRs)

When RiskMinder marks a transaction as suspect or an FA marks a transaction for further investigation, the case automatically appears in the CSR’s case list.

To work on the cases in your list:

Log in as a CSR.
Activate the Case Management tab.
Under the Case Management section, click the Work On Cases link.
The first case (in the order of the priority assigned to your cases) appears.

The fields in the page are 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 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 need your attention and after talking to the user you determine that all of 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 used for the user transaction.
Merchant	The merchant involved in the transaction.
Currency	The currency used in the transaction.
Amount	The total transaction amount.
Matched Rule	The rule that matched and for which RiskMinder flagged the transaction as risky.
Transaction Date	The timestamp when the given transaction was performed.
Risk Advice	The action suggested by RiskMinder after evaluating the Risk Score of the given transaction. The possible actions are: ALLOW ALERT DENY INCREASE AUTHENTICATION
Model Score	The risk score 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 RiskMinder.
Transaction Status	Status of the transaction.
Device Type	The type of device involved in the transaction
Transaction ID	The unique system-generated identifier for the user transaction. Note: If required, 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 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 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 want to temporarily exclude a user from risk evaluation for a specified time interval. For example, a user is travelling 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 RiskMinder 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 RiskMinder risk evaluation.
Reason	The reason for which the user is being added to the Exception User List.

Perform the required actions to capture the user inputs by using the fields explained in the table in the previous step.
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 just made on the page.