When policy risk is detected on monitored employee communications, alerts are triggered. The alert notifies reviewers of the potential risk and provides a means to review and disposition it in an audited and consistent process.
MCO eComms Review provides a multi-step workflow for alerts that supports an efficient process while enabling evidence of review.
Open | Pending | Alerts are created in Pending status. This indicates the alert is new and not yet reviewed. Valid workflow actions from Pending are: Review, Escalate, and Resolve. |
| In Review | When the Review action is taken it sets the status to In Review status is used to indicate that an alert review has begun but is not yet complete. Valid workflow actions from In Review are: Escalate or Resolve. |
| Escalation | Alerts may be escalated when the initial reviewer is uncertain how to handle an issue or if policy dictates another person needs to participate in the supervision process. When the escalation review is complete the alert may be actioned as Resolved Escalation. To de-escalate an alert, use the Review action. |
Closed | Resolved | When a Pending or In Review alert is actioned with Resolve it becomes closed with the status of Resolved. This is the final disposition of the alert. The closed alert will be marked with a Closed Date and Closed By user for easy reference. |
| Resolved Escalation | When an Escalation review is considered complete, the Resolve Escalation action will close the alert and set the status to Resolved Escalation. Distinguishing closed alerts that went through an Escalation from those that did not for easier future reference. The closed alert will be marked with a Closed Date and Closed By user for easy reference. |