As of August 2018, Escalation Queues are now available, read about how to enable them below!
- Claiming Queue Items
- Escalating Reviews
- Prioritizing Reviews
- Managing Review Volume
- Creating a Queue
The smart claim feature provides a seamless experience for teams that have multiple analysts reviewing in the same queue. Analysts claim queue items as their own and, as they work through them, are automatically served the next unclaimed item. This prevents analysts from colliding with each other while they review.
Smart claim works without any extra effort: when an analyst clicks into a queue item, it is claimed. The queue overview page will reflect which analyst claimed the item, so other analysts know it is being investigated. This queue item will not be served to other analysts until it has been Decisioned, Escalated, closed, or if the analyst has had the item open for more than 60 minutes.
Escalation Queues function just like normal queues, but items only end up in an escalation queue after they have been reviewed once.