Alert Review Queues
Alert Queues allow you to streamline and manage alerts effectively, providing a system for tracking issues based on rules or risk levels. This guide will walk you through the process of setting up Alert Queues, assigning alerts, and using them to manage a manual review process.
How to Create and Configure an Alert Queue
Alert queue can be configured based on rule or risk level. Please refer below for step-by-step instruction. Please refer to Rule Editor Guide If you need to create a new rule.
Queue types
Queue type determines how we group alerts. Sardine currently supports following queue types
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Customer session/transaction
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Customer
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Device (device session)
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Recipient queues (contact your account manager if you want to use it)
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Business
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Issuing transaction
If the queue is a session or transaction type, each new session or transaction will create a new alert if it hits the condition of enqueuing. This is suited for payment fraud use cases, for instance, where you want to review each transaction separately.
If the queue is a customer type, we group alerts around customers and we aggregate all sessions from the same user under one customer page. This is suited for cases like onboarding sanction checks.
How to Assign an Alert to a Team Member
Alerts generated in your queue can be assigned to specific users for review. This section outlines the steps for assigning alerts to team members, ensuring that the appropriate person takes action.
Way to enqueue session/customer/device/transaction to a queue
There are four ways to enqueue a session to put an entity (session, customer, etc) into the queue.
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Realtime
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Rule evaluation: if rule matches the condition, an entity is put into the queue. Note rule has to be live (not shadow)
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Risk-level: enqueue all entity if riskLevel is the certain value
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Routine (batch transaction monitoring): Sardine runs batch routine to check past transactions and can put entities into the review queue
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Manually from the dashboard: when analysts review sessions, they can add queue from the UI
How to Configure the Alert Queues Table View
Customize the layout of your Alert Queues table to make reviewing alerts more efficient. Learn how to adjust the display to highlight key information relevant to your workflow.
How to Disposition and Add Comments to an Alert
Once an alert has been reviewed, it’s important to record its decision and add any relevant comments. This module covers the process for closing out alerts and adding notes for future reference.
How to Automate Your Manual Review Process Using Alert Queues
How to Create and Manage Custom Decision Tags
Decision tags allow you to categorize alerts based on specific actions or decisions. This section explains how to create custom decision tags to fit your team’s unique workflow and decision-making process.
How to Leverage Webhooks to Automate Your Workflows
Webhooks allow you to automate actions based on alerts by sending real-time data to other systems. This section explains how webhooks can be used to trigger automated workflows, such as setting an account on hold, triggering an IDV step up, or triggering events based on specific alerts.
Exporting Alert Queue Data
The Sardine dashboard allows you to download information on alerts from a queue in CSV file format for further offline analysis.
To download Alert Queues, you can follow this process:
- Navigate to the Alert Queues page in the dashboard.
- In the Actions column (top-right of the page), click on the Export Alert Information button.
- You will see a message pop-up at the bottom of the screen confirming that the file is being exported.
- Go to the File Export Center in the dashboard using the link in the pop-up or by going to the File Export Center directly.
- In the File Export Center you will see your latest exported file.
It will take some time for the file export to complete based on the number of alerts being exported.
- Use the Download button in the Actions column (top-left of the page) to download the CSV file to your computer.
Your file will be downloaded to your computer in the Downloads folder unless you or your organization have specified a different folder for downloaded files. You can also see your downloaded file when you click on the Download button in your browser’s menu options—generally at the top of the page.