• Information about active cases and their distribution by status.

  • Filter selected status items.

  • Open the selected case for further work.



Case status bar



  • Assignment of available active cases in the system depending on the current status. 

  • The panel presents only active cases, for closed - only their number is specified.

  • You can click the panel items to filter this status in the case table.

  • Selecting from the status bar can be combined with selecting from the general statistics panel (health status and priorities) at the same time.





 


New reports - messages that have already been received and have not yet been submitted for review, have an initial status of "New / Unreviewed".


Reopened - the message, consideration of which was completed and restored after receiving additional information.


Need details - message with the status "Need details from reporter", to which the user has access.

Open - message with status "Open / Under review", to which the user has access.


Awaiting decision - message with the status "Waiting final closing" to which the user has access.


On remediation - message with status "On remediation", to which the user has access.


Closed - number of processed and closed messages. The complete list can be seen in the Reports and cases menu



Message statuses


New Reports



  • The message was registered in the system. The status of the message has not yet been changed by any of the users. The message requires elaboration and decision on the sufficiency of information for further steps.

  • Starting from the date of message registration, the system includes a countdown of the response deadline. As long as the message has not been classified in any way, the system independently assigns a priority of "Undefined", a category of "Undefined", or the first value that has been selected by the informant or contact centre operator. Accordingly, the default response time for new messages is 30 days.

  • From this status, it is possible to move to the statuses: "Need details from reporter" or "Closed without actions".

  • Noone of the users can assign the status of the case "New report”.




Need details



  • Consideration of the message is suspended due to a lack of information for further actions. An informant receives an automatic message that the case will be subsequently closed if he/she won't give information.

  • The case team must write a question about the information that is missing, and the informant must answer and provide the necessary details.

  • During this status, the system further monitors and counts the total actual response time to messages and accordingly - approaching the deadline on the case.

  • From this status it is possible to move to the statuses: "Reopened", or "Closed".

  • Case status can be assigned by the Analyst, Coordinator and Case Manager at any stage until the case is handed over to the management and the status "On remediation" is assigned.




Open



  • The message is classified finally, it is assigned a priority and, accordingly, a target response time.

  • The case is assigned to a case manager and the case is handed over to him for processing.

  • Most of the time and work is spent during this status: all the operational activities, verification of information, the collection of evidence and facts occurs then.

  • From this status it is possible to move to the statuses: "Need details from reporter" or "Awaiting decision".




Reopened



  • This is an interim status, which means that the case is revisited after a certain pause due to pending informant or management response or any other according to the process setting.

  • By its nature, Updated requires attention, as do New Reports, however, have been highlighted separately to better understand that this case has been previously reviewed and now requires attention.

  • By default, it is possible to move from this status to the statuses: "Need details from reporter", "Open / Under review", "Pending decision" or "Closed without actions".

  • Case status can be assigned by the Analyst Coordinator and Case Manager at any stage until the case is handed over to management and assigned "Awaiting decision" status.




Awaiting decision



  • The case team completed Investigation, formulated conclusions and recommendations for presentation to management. The case manager submitted the case to management for review.

  • By the time management makes a decision, cases have the status "Awaiting Decision".

  • By default, this status can be changed to: "Open / Under review", "On remediation", "Closed - Measures taken", "Waiting final closing", or "Closed without actions".

  • Only the Case Manager can assign a case status and only after completing the necessary documentation and recording the case team's findings.




On remediation



  • This status may be inactive (optional) for some clients.

  • Transient status, which means that at the end of the investigation, management has already made a decision and is taking corrective and/or punitive action.

  • The status is valid until all the measures envisaged according to the management's protocol decision have been implemented.

  • From this status it is possible to move only to the statuses: "Closed - Measures taken" or "Closed - Out of scope".

  • Only the Coordinator can assign the status of a case.



Closed


  • Closing the case means that no further action on the case is foreseen. The system no longer counts down. No further changes in the case, or adding materials, will be possible after closing.

  • From the statuses it is possible to move only to the status: "Restored updated".

  • Only the Coordinator can assign statuses.




Statuses for whistleblowers


 

For informants, the message statuses are also displayed, but they are more grouped compared to the values in the system.


  • Under review and investigation

  • On remediation

  • Measures taken - case closed




Table of active cases


  • The list of cases that require the most attention according to the rules of triage (prioritization of cases).

  • The rules of triage apply only to cases that have passed the initial review for sufficiency of information and already contain a category of violation and priority.

  • By default, triage rules work as follows:

    • New messages (status New) without consideration require the most attention, because the level of risk is not yet known.

    • Next, messages are ranked by priority - the higher the priority, the higher the case will be.

    • Then within a single case priority is ranked by the number of days remaining to the deadline. The fewer days - the higher the case will be.

  • You can override the triage rules by clicking the sort buttons in the table.




Case sorting



The table shows only the top ten cases according to the established automatic triage rules. To see more cases, go to the top menu "Cases".




Switching to cases



P is short for "Priority". - the colour corresponds to the priority.


Case id - the number of the case. The flight number is assigned automatically by the system. The first two numbers stand for the category. The last numbers are the sequential number in the system within the category.


If the number is marked as XXXXX - it means that the messages aren’t categorized. In order for the system to assign a number, the message must be worked for sufficiency and categorized.


Category - A violation category is the classification of an incident based on a violation of company policies and procedures. The violation category can first be assigned by a source or contact centre employee. After that, the category can be changed by an analyst or system coordinator. The manager or other users cannot change the category.


Responsible The case manager is the case manager who is assigned responsibility for reviewing and investigating information from the message. The manager of the team is reviewing the case.


Status - Сase status - the current status of the case in the system.


Channel - the communication channel through which the message was registered. The channel is determined by the system automatically. None of the system users can change the channel of message registration.


Location - the place of the incident - the division of the company where the reported incident occurred. The place of the incident was specified by the informant or determined by the system users.


Date - the date of the initial registration of the message in the system. The date of registration cannot be changed by one of the users of the system.


Days left - the time left till the deadline for responding to the case. Calculated as the difference from the current date.