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Viewing Fraud Alerts and Fraud Alert Details

When a back-office application flags an account for fraud, Siebel eCommunications receives a fraud alert and fraud alert details.

In the course of investigating fraud, end users review the fraud alert to determine the type of fraud that may have occurred. End users then discuss the fraud alert details, which contain the specific data alleged to be fraudulent, with the customer.

To view a fraud alert

  1. Navigate to the Fraud Management screen.
  2. In the Fraud Alerts list, select a fraud alert.

    3. Some fields in the list are described in the following table.

    Field
    Comments
    Alert #
    Unique identifier code assigned by the system to each fraud alert.
    Fraud Event
    Condition that indicates suspected fraud. The value in this field depends on the value in the Fraud Type field.
    Owner
    Primary person assigned to this account for fraud management purposes. This person is responsible for customer follow-up to determine if fraud has taken place.
    Threshold Overflow
    Quantity by which the account's threshold level was exceeded.

To view fraud alert details

  1. Navigate to the Fraud Management screen.
  2. In the Fraud Alerts list, select a fraud alert.
  3. Click the Event Details view tab.

    4. An Account form appears with the Event Details list beneath it. The Event Details list displays detailed information about the selected alert. This typically consists of the call detail records associated with the suspected fraudulent calls.

    It is possible for certain fraud alerts (for example, Stolen Handset) to have no associated fraud alert details.

    Some fields in the Event Details list are described in the following table.

    Field
    Comments
    Charge
    Cost of or charges for the service from the Charge dialog box.
    Date/Time
    Date and time of the event.
    Length
    Length of the service in seconds.
    Number Called
    Number dialed in a suspected fraudulent call.
    Number Location
    Geographical location of the number dialed in a suspected fraudulent call.
    Rate
    The name of the rate plan used to calculate the charge—for example, Peak, Off-Peak, Standard, Economy, or International.


 Siebel eCommunications Guide 
 Published: 23 June 2003