1.1 Cases list
Figure 34 - All cases list
Step 1: Click the "Cases" button on the left column and go to the cases detail page. The "Cases" page contains three-tab pages, from left to right are "My cases", "Unassigned cases" and "All cases." "My cases" refers to the cases "I" have checked in, "Unassigned cases" refers to cases that have not been checked in, and "All cases" refers to all cases generated by workflows. These three-tab pages have the same structure, so the following operations take "all cases" as an example to explain the operation. Figure 34 - Case review list provides the view of "Cases Review".
Step 2: Click the "All cases" tab and go to the "All case" page. The "All cases" page has the following attributes for each case:
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Case ID: String of characters automatically generated by Onestop Platform representing cases.
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Stage: The case review stage, and there are two types
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UNASSIGNED: The reviewer still needs to check in.
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ASSIGNED: The reviewer has checked in.
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COMPLETED: The review process has been completed.
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Verification ID: The verification ID associated with the case.
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Assignee: The reviewer who checks in the case.
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Approval status: The review results, including "APPROVED", "DECLINED"
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Customer Name: Customers' name.
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Last update: Update time.
1.2 Check in Cases
Figure 35 - Check in on the " All cases" list
Step 1: Click the "Check in" button to check in the case, and the case reviewer will change to the user himself or herself. The screen appears in Figure 35 - Check in on the "All cases" list.
Step 2: After checking in cases successfully, you can review these cases on the case detail page.
1.3 Assign Cases
Figure 36 - Assign on the "All cases" list
Step 1: Click the "Assign" button, and open the pop-up window to assign the case (shown in Figure 36 - Assign on the "All cases" list).
Figure 37 - Assign case
Step 2: Select the Assign Type, and there are three types (shown in Figure 37 - Assign on the "All cases" list).
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Escalate: The case will escalate to the higher review level.
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Return: The case will be returned to the previous reviewer.
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Check out: Select "check out," and the case will change to the unassigned stage.
Step 3: The review level displays the group configured in the case review policies (Figure 32 - Assign case).
Step 4: Enter review comments which can be used to increase review comments and upload attachments.
Step 5: Click the "Confirm" button to save the information.
1.4 Case detail
Figure 38 - Case detail
Overview
This tap displays overview the summary of the call, including all failed or needed manual review service node with highlight. You can check and review additional information about customers and private API information. . The Screen appears in Figure 38 - Case detail.
Document
Figure 39 - Document
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This tab displays the ID verification result, failure reason. The information details collected by the OCR service and the identity document forgery service configured in the workflow. Figure 39 - Document provides the view of document detail.
Biometric/Selfie
Figure 40 - Biometric/Selfie
This tab displays the Selfie verification results, and failed reason. The information details collected by the face comparison, and liveness detection service node configured in the workflow. Figure 40 - Biometric/Selfie provides the view of Biometric/Selfie detail.
Audit Log
Figure 41 - Audit log
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This tab displays all case operation log records including remarking, assigning, and reviewing. Figure 41 - Audit log - provides the view.
Assign
Figure 42 - Assign case
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Click the "Assign" button on the top-right corner of the page to assign the case, which is the same as the"Assign" button function on the case review list (shown in Figure 42 - Assign case).
Review
Figure 43 - review pop-up window
Step 1: Click the "Review" button on the top-right corner of the page to open the case review pop-up window, which can be used to determine the case result (shown in Figure 43 - review pop-up window).
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