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Investigation Queue
Page Properties

Description

Excerpt

This assignment is generated when

the

Required Investigation flow is

executed

enabled and prompts the user to document investigation findings

and determine next stepsEscalate - Generates an assignment, which prompts a second review.  The user completing the escalated assignment must select from the first two options.

Optionally, the user may mark the investigation as incomplete and return to the assignment at a later time.

SLANone
Work QueueInvestigation Queue
Work Group
Multiexcerpt include
MultiExcerptNamework_group
PageWithExcerpt

.

Details Multiexcerpt
MultiExcerptNameActions

Investigate Case

This primary flow action prompts the user to document the findings of their investigation and select from the following actions:

  • Proceed with case - All dispute flows are resumed.
    • Deny - Executes the flow for all disputes.

    SLA

    None

    Overview

    ...

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

    ...

    How-To

    ...

    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.

    Expand
    image-20241121-170352.pngImage Added

    Step 3: Click Add Investigation Topic

    Step 4: Enter your notes in the Investigation Results box

    Expand
    image-20241121-170723.pngImage Added

    Step 5: Click the Apply button

    Step 6: Click the Process Actions button

    Other Actions

    ...

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

    ...

    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.