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Investigation Queue
Page Properties

Description

Excerpt
Prompts

This assignment is generated when Required Investigation flow is enabled and prompts the user to document investigation findings

and determine next steps
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Work QueueInvestigation Queue
Work Group
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MultiExcerptNamework_group
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Details

A text field is provided for the user to provide findings related to each of the following categories:

  1. Intake Interview
  2. Account Notes
  3. Statements
  4. Authorization Log
  5. Prior Claims/Accounts
  6. Documentation
  7. Cardholder Contact
  8. Merchant Contact
  9. Summary

The user is prompted to answer "Is the investigation complete?"

  • If answered "Yes", the user must select an one of the following actions:
    • Proceed with case - This option will resume the normal workflow.
    • Deny - This option will initiate the deny flow.
    • Escalate - This option will prompts the user to provide a reason for escalating the case and will generate an Escalated Investigation assignment.

SLA

None

Overview

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When Required Investigation is enabled, this assignment prompts the user to complete the investigation.

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How-To

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Step 1: Click the Investigate Case button

Step 2: Enter your investigation notes by clicking in the freeform field and click the down arrow on your keyboard or type the subject of your notes.

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Step 3: Click Add Investigation Topic

Step 4: Enter your notes in the Investigation Results box

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Step 5: Click the Apply button

Step 6: Click the Process Actions button

Other Actions

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The Other Actions menu offers additional actions and information that allows the user to effectively work the task. 

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Mark Assignment As Unworkable

Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. 

Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops.