In this release, the Case Management user interface has been reworked to accommodate the multi-account and cross-channel features. Customer Support Representatives (CSRs) will now be presented with a unified view of all transactions for a specified user across channels. On the other hand, Fraud Analysts (FAs) will see the transactions for different channels under different tabs. These views are customizable and must be considered when defining a new channel.
In this release, the default set of advices for which a case is generated is ALERT and DENY. In previous releases, the default set of advices for which a case was generated was INCREASE_AUTH and DENY.
CSRs (Inbound Call Handlers) and FAs can search for transactions for a given user by using any user identifier, such as user name or AccountID. In addition, FAs can continue to use the additional filters available in previous releases.
In this release, searching for Related Transactions on the Analyze Transactions page is always associated with a date range. In previous releases, it was possible to search without providing any date range, which might result in performance issues.
Case Management Queuing Server has been enhanced to use either the primary or the backup Case Management Queuing Server while rebuilding a queue.
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