You can view the cases in Monitoring → Cases, on the My cases and Cases overview pages.

• All cases — all cases that are currently active in the system.
• My cases — all active cases that are currently assigned to you.

A case can have one of three statuses, helping you quickly identify which items require immediate attention:

• Open — the case has been created and is waiting for an officer to review it.
• Awaiting User — the team has requested additional information or action from the applicant.
• Resolved — the investigation is complete, and the applicant has been either approved or rejected.

If your account uses custom case stages, the case list shows an expanded set of status tabs. To learn more, refer to this article.

Cases overview

The Cases overview dashboard (Monitoring → Cases → Cases overview) provides a bird’s-eye view of your and your team’s current workload.

Officers see the following data:

• The number of cases to resolve.
• The number of cases awaiting a user.
• Resolved cases.
• Open cases per blueprint (assigned to user and all cases)
• Cases where an FIU report has been generated.

Managers see the following data:

• The number of cases assigned to you and the number of cases awaiting your decision (escalated to you).
• The number of cases at risk of an SLA breach, the remaining time before breach, and unassigned cases within this high-risk category.
• Cases where an FIU report has been generated.
• The number of compliance officers online and offline.
• The ratio of the open cases by blueprint.
• The officers who resolved most cases for the specified period.
• The information about open and resolved cases per team member, including the cases that are overdue or due today, their priority, and false positives %.

Assign cases manually

Typically, cases are assigned to compliance officers automatically based on your configured blueprint. However, you can manually assign an officer to a specific case or bulk-assign multiple cases awaiting review.

To assign a case:

1. Go to Monitoring → Cases → All cases.
2. Filter the cases by a specific parameter (optional).
3. Select the cases you want to assign by checking the boxes next to them. To select all cases on the page, check the box at the top of the list.
4. Select the assignee from the drop-down menu.

Send notifications on case changes

You can enable email notifications about key case events for your team members. For example, when the case assignee changes, you can automatically inform both the new assignee and the previous assignee.

To enable email notifications:

1. Open the account menu at the top of the sidebar, select Account settings, and go to Notification preferences.
2. Select the notifications you want to send. These notifications will only be sent to team members with Case Management access.
3. Open the Notifications tab and select the notifications you want to send. These notifications will only be sent to team members with Case Management access.

The following case notifications are available: