Work Queue configuration

SDAA comes with pre-configured Work Queues designed to handle various dispute processing scenarios. For example, the system includes a specific Work Queue for Visa-related disputes.

The following figures show the Work Queue for Visa-related disputes:

All Work Queues that are included with the product are configured in the DynamicReferenceOfWorkbasket rule.

The following figures show the DynamicReferenceOfWorkbasket:

When creating assignments in SDAA, you need to specify which Work Queue receives the assignment. This applies to various assignment types including user entry assignments, await assignments, and system access assignments. For example, when a chargeback is submitted and awaits an acquirer response, the system routes this work to a specific Work Queue.

The following figure shows the decision tree configuration:

SDAA uses decision trees to determine the appropriate Work Queue for each assignment. These decision trees evaluate conditions and return the corresponding Work Queue value.

Implementation teams can create custom Work Queues in the Work queue section, tailoring them to address particular business needs within your dispute resolution workflow. Each custom Work Queue should be associated with the appropriate role to ensure proper access permissions, maintaining security while enabling efficient work distribution.

The following figure shows an example of a Work Queue with an assigned role:

To integrate your custom Work Queues into the system, include them in the DynamicReferenceOfWorkbasket rule where all product Work Queues are configured. This integration ensures that your custom Work Queues function seamlessly alongside the pre-configured Work Queues. For proper version control and to facilitate future upgrades, save the decision tree rule into your own ruleset in the customization layer. This approach preserves your customizations while allowing you to benefit from product updates.

The following figure shows the DynamicReferenceOfWorkbasket:

The final implementation step involves updating the conditions in the decision tree to reference your custom Work Queues. By modifying these conditions, you establish the routing logic that determines when assignments are directed to your custom Work Queues. This customization approach enables you to maintain the core functionality of SDAA while also extending it to meet your organization's specific needs. The D_ApplicationSettings rule contains these decision tree configurations, which determine the routing logic for all assignments in the system.

The following figure shows an example of the decision tree:

Effective Work Queue configuration in SDAA enhances dispute resolution processes through improved work distribution and better workload management across teams. By understanding how Work Queues function, and by following implementation best practices, organizations can create a more efficient dispute resolution system that is tailored to their specific requirements.