Reconstructing a case for an auditor

Working through a closed case

1. 1

   Start with the decision

   On a closed case it sits at the top of Summary. It carries the outcome, the rationale the decider wrote and the date. That is the answer to what you did.

2. 2

   Read the findings behind it

   The Analysis panel holds what the agent established, each finding graded and carrying its sources. These are what was known at the time.

3. 3

   Open a source to show where a fact came from

   Each source opens the request that went to the vendor and the response that came back, kept word for word. This answers how you know.

4. 4

   Use the Audit log tab for who and when

   It lists every action on the case in one timeline, with the agent's work and each person's separated. Use it to show when the assignee changed, when the decision was taken and whether anything was altered after the case closed.

Whether a source could back a decision

Stamped from the policy as it stood when the call was recorded. Changing a vendor's standing today does not re-grade a case from last year.

The name of anything the case refers to

Recorded as it stood at the time. A case renamed since still reads under the name it had when each thing happened.

Anything worked out in conversation

Asking the agent a question is not an action on the case. If your reasoning matters, put it in a note or in the rationale on the decision.

Who read what

The log records what people did, not what they looked at.

Whether a report was lodged

The case can show the date someone marked a report final. Lodgement happens outside Cogentic, so keep the evidence wherever your organisation keeps that record.