Configuring Case Allocation

19.8 Configuring Case Allocation

The Case Allocation feature automatically assigns the new and existing cases to individuals or pools at any point during the case investigation process based on a defined allocation rule.

This feature saves the time of managers/administrators who manually go through each case and assign them to team members based on the selected criteria.

The following tables are used for configuring this feature:

FCC_ASSGN_RULE_DEFN is used for defining the rules.
FCC_ASSGN_RULE_USER_MAP is used for mapping the rules to a user/pool.

The allocation task runs along with the correlation batch. But, if you want to run it multiple times in a day, then it can be configured to run independently by scheduling tasks accordingly in a run-rule framework.

Administrators or Allocation Team Lead can create the Allocation Rules.

Administrators can add multiple filter conditions for a single rule by adding multiple rows with the same Rule ID.

Below is the sample rule that defines an assignment rule by case age greater than 30 days, case type of ‘Trade Finance’, and of Jurisdiction ‘IN-CIC’.

To configure this, follow these steps:

To define the rule, add entries in the FCC_ASSGN_RULE_DEFN table. Case allocation rules are defined in table FCC_ASSGN_RULE_DEFN.

Table 19-6 FCC_ASSGN_RULE_DEFN Table

V_RULE_NAME	N_RULE_ID	V_FILTER_NM	V_FILTER_OPERATOR	V_FILTER_VAL
TF Cases Older than 30 Days	1	AGE	>	30
TF Cases Older than 30 Days	1	CASE_TYPE_CD	=	‘Trade Finance'
TF Cases Older than 30 Days	1	JRSDCN_CD	=	‘IN-CIC'

V_RULE_NAME: The name used to define therule.
V_RULE_ID: A unique rule ID for therule.
V_FILTER_NM: The column name of the case attribute which is being filtered. Filter names shouldbe the same as the column name in KDD_CASES tale. For example, if the rule is for filtering cases by case score, then the filter name will be ‘SCORE_CT’.
V_FILTER_OPERATOR: A filter operator applicable for the attribute. The framework supports filter operators <, >, >=, <=, =, IN andBETWEEN.
V_FILTER_VAL: The filter values for the defined attribute. For example, if the filter is to allocate based on status, then the values would be ‘OPEN’, ‘REVIEW’, and so on. These must be values that are defined in the PMF workflow associated with this type of case (as defined with a filter name for that rule)

Note:

The N_PRIORITY and V_ALGORITHM columns are not being used.

An individual user/pool is mapped to a rule in table FCC_ASSGN_RULE_USER_MAP. When these rules are run, then the administrator/manager can make the individual/pool the assignee and the owner of the case. A single user/pool can be mapped to multiple rules if necessary and a single rule can be mapped to multiple individuals/pools. In the below example, a user is mapped to three different rules, so the user will get three different flavors of cases. User capacity is calculated by the cases assigned by each rule but not by the aggregated capacity of all the rules mapped to him.

Add the following entries in the FCC_ASSGN_RULE_USER_MAP table:

Table 19-7 FCC_ASSGN_RULE_USER_MAP Table

V_USER_NAME	V_RULE_NAME	V_ACTIVE	N_USER_ID	N_USER_CAP	N_RULE_ID	N_PRIORITY
Bob Smith	TF Cases Older than 30 Days	Y	1234	30	1	1
Bob Smith	AMLCom- plexCases	Y	1234	30	2	1
Bob Smith	AML Easy Cases	Y	1234	30	3	1

V_USER_NAME

V_RULE_NAME

V_ACTIVE

N_USER_ID

N_USER_CAP

N_RULE_ID

N_CURR_CAP

N_PRIORITY

D_FROM_OO

D_TO_OO

Bob Smith

TF Cases Older than 30 Days

1234

Bob Smith

AMLCom-

plexCases

1234

Bob Smith

AML Easy Cases

1234

V_RULE_NAME: The Rule Name to be mapped for the user/group as defined in table FCC_ASSGN_RULE_DEFN.
N_RULE_ID: The Rule ID of the rule is defined in tableFCC_ASSGN_RULE_DEFN.
V_USER_NAME: The name of theuser/pool.
N_USER_ID: The exact User/Pool ID as defined in the KDD_REVIEW_OWNERtable.
V_ACTIVE: The status of the rule. Value ‘Y’ denotes to active the rule. For any value other than ‘Y’, the system considers the rule inactive and does not allocate the cases as per the rule to auser.
N_USER_CAP:The maximum number of cases that can be allocated to this user for that rule. The system will not allocate cases beyond that number.
N_PRIORITY: The priority of that assignment rule is based on which rule gets assigned. Here, N_USER_ID should be the same as given in the KDD_REVIEW_OWNERtable.
D_FROM_OO: Stands for Date From Out of Office. Date from when a user is absent from the office.
D_TO_OO: Stands for Date To Out of Office. Date until a user is out of the office.
The D_FROM_OO and D_TO_OO columns in the FCC_ASSGN_RULE_USER_MAP table can be set up to assign cases to users based on their availability.

You can allocate cases to the users based on the D_FROM_OO and D_TO_OO columns in the FCC_ASSGN_RULE_USER_MAP table.
The following query is required to fetch the cases by particular scenario type (SCENARIO_SKEY):
```
(Select t.case_intrl_idfrom
          kdd_cases tinner join fcc_precase_case_map pcm on pcm.v_case_id =
        t.case_in-trl_idinner join fcc_correlation_event_map cor on
      cor.n_event_correla-tion_skey = pcm.n_event_correlation_skeyinner join fcc_event_details s on s.n_event_skey=
          cor.n_event_skey
    where s.N_SCENARIO_SKEY in (279,403));
```
In the above query, 279,403 represents the scenarios which can be used in this attribute. These are obtained from the N_SCENARIO_SKEY field in the FCC_SCENARIO_MASTER table.

Distribution of Cases to Users

When a case comes in the system and it satisfies all conditions of rule definition, then it will be allocated to user who has Priority as ‘1.’ For example, there are 2 users with priority ‘1’. When 10 new cases come in the system and they all satisfy the rule definition condition, then 5 cases will be allocated to the user1 (who has priority ‘1’) and 5 cases will be allocated to the user2 (who has priority ‘1’). That is, the system equally distributes the cases among the users having the same priority. If the capacity of user1 and user2 is full, then cases will be allocated to users who has priority ‘2’. The cases would not be allocated to other users until the capacity of users with priority ‘1’ is not full.

For example, the same rule is mapped to two different users. Let’s assume, the rule has filtered 125 available cases for assignment, and Bob and Sue’s buckets are empty. Here, the priority of Bob is ‘1’ and Sue’s priority is ‘2’. The system will allocate 100 cases to Bob and then 25 cases to Sue.

Table 19-8 Load Balancing

V_USER_NAME	V_RULE_NAME	V_ACTIVE	N_USER_ID	N_USER_CAP	N_RULE_ID	N_CURR_CAP	N_PRIORITY
Bob Smith	TF Cases Older than 30 Days	Y	1234	100	1		1
Sue Green	TF Cases Older than 30 Days	Y	1234	100	1		2

Cases get assigned to the user only if the case security mapping is satisfied with that user. The assignment will happen based on the security mapping constraints (Jurisdiction, Business Domain, and Case Type).

The following seeded attributes are available for rule creation. All of these columns are defined in the KDD_CASES table.

Table 19-9 KDD_CASES Table

Attribute	Function
STATUS_CD	Status
JRSDCN_CD	Jurisdiction
PRIORITY_CD	Case Priority
BUS_DMN_ST	Business Domain
SCORE_CT	Case Score
CASE_TYPE_CD	Case Type
AGE	Case Age