Orders that require agent attention are identified as Cases in Kount 360 and are located in Case Management. Depending on the solution and case type, a manual review might be required to allow an agent to approve or decline an order, assign the case to another agent, or add notes. To action a case, the Manual Review entitlement is required.
In the Case Queue, you can bulk assign an agent to multiple cases. The assigned agent can then evaluate the case and assign a decision.
To assign an agent to multiple cases:
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Sign in to Kount 360.
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Select Case Management, and then Case Queue.
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Select the checkboxes for the cases you want to assign to an agent.
Note
You can assign an agent to multiple cases at the same time, but you can only assign one agent per case.
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Select Assign Agent.
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In Assign Agent, search for and select an agent.
The agent is assigned to the case. Assignees are found in the Case Queue table under the Assignee column.
You can create a bulk action (Decision or Assign Agent) from the Case Queue without having to open multiple tabs or windows.
To bulk action cases:
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Sign in to Kount 360.
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Select Case Management, and then Case Queue.
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Select all cases you want to decision.
Note
Select the first case, then hold the shift key and select the last case in the range you want to decision. All cases in between these two selections are now selected.
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Select Decision.
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In the Make Decision prompt, select Approve or Decline.
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Select Submit.
All of the selected cases now have an assigned decision.
Open order details to evaluate data supplied to assign a decision to a case. After evaluating the data, the agent then assigns a decision (Approve or Decline).
To approve or decline a case from order details:
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Sign in to Kount 360.
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Select Case Management, and then Case Queue.
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In the Case Queue table, select a case to open order details.
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Review all order details.
Note
You can customize Case Details to display selected widgets if the preset layout does not fit your use case. To create custom layouts, go to Saved Layouts in Case Details.
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Select Approve or Decline. The Decision prompt displays:
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Enter the following optional information:
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Reason Code
Select a reason code to assign to the decision. For more information about reason codes, go to Reason CodesKount 360.
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Tags
Select one or more tags to assign to the decision. Selected tags will display in the Tags widget on the Case Details page after saving the decision. For more information about tags, go to Managing Tags.
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Note
Enter a note describing why you assigned the decision to the case.
Note
You can also assign reason codes, tags, and notes on the main Case Details page.
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Select Save.
The decision is assigned to the case and the Case Status is set to Closed. If enabled, the Order Status Change webhook is triggered. The webhook payload for Order Status Change includes the submitted decision (Approve or Decline), the selected reason code, tags, and any submitted notes are all sent in a single webhook call.
Note
All actions performed in Case Details are logged in the case History. If needed, you can still change the case decision after the initial decision.
To add the fraud report type to a case in Case Details:
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Sign in to Kount 360.
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Select Case Management, and then Case Queue.
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Select a case to open Case Details.
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Select Fraud Report.
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Select one of the following fraud report types from the menu:
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TC40
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SAFE
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Other
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None
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Select Save.
The Order History updates with the message: The Fraud Report Type has been updated to <report type>.
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