CA RiskMinder Administration Guide › Managing Cases › Case Roles › Customer Service Representatives › Handling Customer Calls

Handling Customer Calls

At times, the CSRs also handle incoming calls from the end users. In other words, they attend customer calls. For example, a customer might call the Call Center because they see transactions that they did not perform. In such cases, these operators record the input from the customer, if a case for the specified user already exists. If a case does not exist for the customer, then a case is generated automatically.

Note: The input collected by CSRs is used by the Fraud Analyst for analyses.

In this case, the CSRs:

• Handle user calls.
• Record user inputs.

  They can take appropriate notes in a free-form field to capture the progress of the investigation.

• View recent activities of the user.
• 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.

• Search for the transactions by the user in the given time period.