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Review Workflows Guide

Optimize your review process with AuthentiVoice’s powerful multi-reviewer workflow system.

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Workflow Overview

Review Workflow Diagram
The review workflow ensures thorough analysis through:

Automated Assignment

Smart distribution based on expertise and workload

Progress Tracking

Real-time visibility into review status

Quality Control

Multi-level review for high-risk calls

Collaboration Tools

Team communication and knowledge sharing

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Review Assignment Strategies

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Automatic Assignment

  • Round Robin
  • Expertise-Based
  • Load-Balanced
  • Priority-Based
Even Distribution
  • Assigns reviews equally among available reviewers
  • Considers current workload
  • Maintains fairness
assignmentStrategy: {
  type: "round-robin",
  excludeOverloaded: true,
  maxActiveReviews: 10
}

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Manual Assignment

For specific cases requiring manual control:
1

Open Analysis

Navigate to the call analysis requiring review
2

Click Assign

Select “Assign for Review” button
3

Choose Reviewer

Select from available reviewers or teams
4

Set Parameters

Add priority, deadline, and special instructions

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Review Process

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For Reviewers

Your Review Dashboard shows:
  • Assigned reviews with deadlines
  • Priority indicators
  • Progress statistics
  • Quick filters
Access via: /reviews or dashboard widget
Review Interface includes:
  • Full transcript with playback
  • AI analysis summary
  • Previous review notes
  • Fraud indicator details
Review Actions:
  • Play audio segments
  • Highlight suspicious content
  • Add timestamped notes
  • Flag for escalation
Review Submission requires:
  • Risk assessment (confirm/modify AI score)
  • Detailed observations
  • Recommended actions
  • Supporting evidence
Options:
  • Approve analysis
  • Request second opinion
  • Escalate to supervisor
  • Return for re-analysis
Post-Review tasks:
  • Update case status
  • Notify relevant parties
  • Schedule follow-ups
  • Archive documentation

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For Supervisors

Team Dashboard displays:
  • Review completion rates
  • Average review time
  • Quality scores
  • Workload distribution
Metrics:
  • Reviews per day/week
  • Accuracy rates
  • Escalation frequency
  • SLA compliance
Assignment Controls:
  • Override automatic assignments
  • Reassign reviews
  • Set team priorities
  • Define assignment rules
Bulk Operations:
  • Redistribute workload
  • Assign review batches
  • Update multiple deadlines
QA Features:
  • Spot-check completed reviews
  • Compare reviewer decisions
  • Identify training needs
  • Track improvement trends
Calibration Sessions:
  • Review disputed cases
  • Establish consistency
  • Update guidelines

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Collaboration Features

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Team Communication

Review Notes

Add contextual notes visible to team members

@Mentions

Tag colleagues for input on specific issues

Discussion Threads

Threaded conversations on complex cases

Knowledge Base

Share insights and build team expertise

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Escalation Procedures

1

Identify Escalation Need

  • Risk score exceeds threshold
  • Reviewer uncertainty
  • Policy violations detected
  • Customer complaint
2

Select Escalation Type

  • Supervisor Review: For complex decisions
  • Expert Consultation: For specialized knowledge
  • Management Alert: For critical issues
  • Legal/Compliance: For regulatory concerns
3

Document Reasoning

  • Specific concerns identified
  • Evidence supporting escalation
  • Recommended actions
  • Urgency level
4

Track Resolution

  • Monitor escalation status
  • Document decisions made
  • Update original analysis
  • Notify stakeholders

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Review Best Practices

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Efficiency Tips

Keyboard Shortcuts for Reviewers
  • R: Start/resume review
  • P: Play/pause audio
  • N: Next review in queue
  • E: Escalate current review
  • S: Save progress
  • Enter: Submit review

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Quality Guidelines

  1. Consistency
    • Follow established criteria
    • Use standardized terminology
    • Apply policies uniformly
  2. Thoroughness
    • Listen to entire recording
    • Check all fraud indicators
    • Verify AI findings
  3. Documentation
    • Provide clear reasoning
    • Include specific timestamps
    • Reference policy violations
  4. Timeliness
    • Meet review deadlines
    • Prioritize high-risk calls
    • Communicate delays

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Workflow Customization

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Creating Custom Workflows

{
  "name": "Standard Review",
  "triggers": ["risk_score > 40"],
  "steps": [
    {
      "action": "assign_reviewer",
      "criteria": "next_available"
    },
    {
      "action": "notify",
      "channel": "email"
    }
  ],
  "sla": "4_hours"
}

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Workflow Automation

  • Risk score thresholds
  • Specific fraud indicators
  • Call duration
  • Caller patterns
  • Time-based rules
  • Auto-assignment
  • Notifications
  • Status updates
  • Report generation
  • External system updates
Build complex logic:
  • If/then conditions
  • Multiple branches
  • Fallback options
  • Exception handling

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Performance Metrics

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Individual Metrics

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Team Metrics

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Troubleshooting Common Issues

Review Queue Empty?
  • Check assignment rules
  • Verify reviewer availability
  • Confirm system permissions
Assignments Not Distributing?
  • Review workload settings
  • Check reviewer status
  • Verify automation rules
Escalations Not Working?
  • Confirm escalation paths
  • Check supervisor availability
  • Review notification settings

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Next Steps

1

Configure Your Queue

Set up your review preferences and filters
2

Learn the Interface

Practice with training calls
3

Establish Routine

Develop efficient review habits
4

Track Performance

Monitor your metrics and improve