Skip to main contentAlert Queues allow you to streamline and manage alerts effectively, providing a system for tracking issues based on rules or risk levels. This guide will walk you through the process of setting up Alert Queues, assigning alerts, and using them to manage a manual review process.
Alert queue can be configured based on rule or risk level. Please refer below for step-by-step instruction. Please refer to Rule Editor Guide If you need to create a new rule.
Queue Types
Swift’s Alert Review Queues provide a powerful system for managing and triaging potential fraud alerts and risk signals. This guide explains how to effectively configure and utilize queues to streamline your fraud review process.
Overview
Alert Review Queues help financial institutions:
- Organize alerts based on risk level and type
- Prioritize high-risk cases for manual review
- Track review status and outcomes
- Maintain audit trails of decisions
- Distribute workload across fraud teams
Queue Categories
Swift supports several queue categories to help organize alerts effectively:
Transaction-Based Queues
- Individual Transactions: Review specific high-risk transactions
- Session Activity: Analyze user session behavior patterns
- Payment Flows: Monitor payment and transfer activities
Customer-Centric Queues
- Customer Profile: Aggregate alerts by customer for holistic review
- Device Analysis: Track suspicious device patterns
- Business Accounts: Monitor commercial account activity
Specialized Queues
- Recipient Analysis: Review patterns related to payment recipients
- High-Value Transactions: Separate queue for large value transfers
- Custom Categories: Create custom queues based on your needs
Queue Configuration
Setting Up a New Queue
- Navigate to Queue Management in your Swift dashboard
- Click “Create New Queue”
- Select queue type and category
- Configure routing rules and risk thresholds
- Assign team members and permissions
- Set SLA and priority levels
Routing Rules
There are four ways to enqueue an entity (session, customer, device, or transaction) into a review queue:
1. Real-time Routing
Entities are automatically routed to queues in real-time based on configured rules and triggers.
2. Rule-Based Evaluation
When a rule’s conditions are met, the matching entity is added to the specified queue. Note that rules must be active (not in shadow mode).
3. Risk Level Thresholds
Entities are automatically queued when they meet defined risk level thresholds. For example, all transactions with “high” risk scores.
4. Manual Addition
Analysts can manually add entities to queues while reviewing sessions through the dashboard interface.
Additionally, Swift runs routine batch monitoring to analyze historical transactions and may add entities to review queues based on pattern detection.
Routing Rules
Define how alerts are routed to specific queues:
- Risk score thresholds
- Transaction amount ranges
- Customer segments
- Geographic regions
- Custom rule combinations
Team Management
- Assign reviewers to specific queues
- Set workload distribution rules
- Configure backup reviewers
- Set working hours and coverage
Working with Queues
Alert Review Process
- Alerts are automatically routed based on rules
- Reviewers see prioritized cases in their queue
- Each alert contains relevant context and data
- Decisions and notes are logged for audit
- Cases can be escalated or reassigned
Queue Analytics
Monitor queue performance with metrics like:
- Average resolution time
- Queue volumes and trends
- False positive rates
- Reviewer productivity
- Risk detection accuracy
Best Practices
- Regular queue rule optimization
- Team performance monitoring
- SLA tracking and management
- Quality assurance reviews
- Training and calibration
Integration Options
API Access
- Programmatically create and manage queues
- Automate alert routing
- Pull queue statistics and metrics
- Integrate with existing systems
Webhook Notifications
- Real-time alerts for high priority cases
- Team notifications for SLA breaches
- Status change notifications
- Custom event triggers
Advanced Features
Machine Learning Enhancement
- Automated risk scoring
- Pattern detection
- Queue optimization suggestions
- Workload prediction
Customization Options
- Custom fields and attributes
- Workflow automation rules
- Team-specific views
- Report customization
Contact your Swift account manager to learn more about advanced queue features or to optimize your queue configuration. 