FAQ: What is the Special Alerts Queue?

NOTE: This article contains outdated information and will be archived in the coming weeks. Please refer to How to Re-Score (the Highlighted Score) for up-to-date information.

Kount continues evaluating orders after the first response has been completed. Every order which had an initial response of Approve or Review/Escalate is reevaluated every 30 minutes for the 14-day life of the Persona. If the risk associated to a persona changes, the score is updated. This update is typically an increase in score, however reductions in score can also occur.

For orders where the original response was Review and then were manually Approved, if the score increases higher than the threshold set within the Workflow > Settings > Queue Options section of your Agent Web Console (AWC), the order will appear in the Special Alerts queue.

To see the new information that resulted in the updated score on the Order Details page, click the Reevaluate button. Keep in mind that clicking Reevaluate will count against the number of RIS transactions that your company has purchased, but this will display the new numbers that resulted in the updated score for you, along with any new Persona Orders from your website that are now linked to the order.