The decision desk that accelerates risk decisions.
Queues by area, regulatory SLAs, authority levels and an immutable audit trail in a single platform. Integrated with the suite or ready to operate with third-party engines.
From alert to final decision. All in one place.
The institution receives the case, routes it to the right authority level, tracks deadlines and records the decision with full context.
Centralized back office
Cases, queues, reviews and decisions on a single operational desk.
Native governance
SLAs, authority levels and committee are part of the flow, no workarounds.
Audit ready
Every event recorded with justification, owner and timestamp.
Every case reaches the right team.
Queues by area with their own analysts, SLAs and distribution rules.
Registration
Registration review, document validation and biometrics.
Compliance
Sanctions lists, PEP, UBO and financial consistency.
Anti-fraud
Adverse media, suspicious patterns and device intelligence.
Committee
Cases escalated for formal deliberation.
Compliance queue, real time
Deadlines and decision power clearly defined.
SLAs configurable per queue. The system blocks decisions outside each profile authority level.
Standard SLAs
| Level | Deadline | Type |
|---|---|---|
| Low | 4h | First response |
| Medium | 24h | Standard resolution |
| High | 48h | Collegiate decision |
| Critical | 72h | Board or committee |
Profiles and authority levels
Supervisor
Coordinates the desk
- Redistributes cases and approves team escalations
- Approves High level decisions and unblocks exceptions
- Tracks queue SLAs in real time
Administrator
Configures the platform
- Defines queues, SLAs, authority levels and routing rules
- Manages users, profiles and permissions
- Accesses the audit log and exports evidence
Full context, decision on record.
The analyst sees everything on one screen and acts with a mandatory justification on every decision.
The dossier brings together
- Customer data, registration and score
- Transaction history and counterparties
- Onboarding result and triggered alerts
- Sanctions lists and behavioral baseline
- Previous decisions on the same customer
- Audit timeline with every event
Analyst shortcuts
- Approve A
- Reject R
- Escalate E
- Confirm action Ctrl+Enter
- Next · previous case J · K
Approve, reject and escalate with one key. Ctrl+Enter to confirm. No switching to the mouse mid-review.
Structured escalation, with mandatory justification
When Escalate is triggered, the analyst picks a pre-defined reason, describes the context (10 character minimum) and the case goes straight to the supervisor queue on the matching desk. The justification is logged in the audit log.
Escalation destination
Pre-defined reasons
Every escalation is signed by the analyst and recorded in the case audit log.
No notepad, no alt+tab. The right wording, one click away.
Each desk builds its own text templates for approval, rejection and notes, by case type and customer profile. The analyst decides, picks the template, tweaks the note and sends, all inside CMP.
Per work desk
Distinct templates for KYC, AML, Anti-fraud and MED, each with the vocabulary and handling of the discipline.
Per customer profile
Legal entity, individual, VIP or high risk receive the right communication, keeping tone and regulatory alignment.
Order and default template
Set the display order and which template is pre-selected for each decision type.
Free-form note
On every decision, the analyst can add a custom note of up to 2,000 characters.
Decision templates
Manage supporting text for decision-making.
New template
Sensitive cases in formal deliberation. Everything on the record.
Committee sessions with quorum, voting and automatic minutes. Immutable trail and regulatory reporting, even on top of third-party engines.
Decision committee
- Minimum quorum of 3 members and simple majority.
- Each member records vote and justification; minutes generated automatically.
- Automatic triggers: critical score, divergence, PEP, VIP and breached SLA.
Trail and reporting
- Immutable trail: creation, assignments, escalations, votes and final decision with timestamp.
- Regulatory reporting formatted in XML compatible with the Coaf reporting system (SISCOAF) and the Argentine UIF reporting system.
- Independent desk: run queues, authority levels and committee over alerts from any engine.
Regulatory compliance
- Coaf Resolution 36/2021 (Brazil) and UIF Resolution 14/2023 (Argentina), reporting of operations.
- BACEN Resolution 4.557/2017 (Brazil) and Law 25.246/2000 (Argentina), risk management and AML/CFT.
Queue health in real time.
Proprietary algorithm that combines backlog, average age, breach risk and SLA target to classify each queue as Stable, At risk or Critical. The supervisor checks the panel once and knows where to allocate people.
Queue overview
Backlog, risk and SLA compliance in a consolidated view.
Queues tracked
7
Cases at risk
12
SLA overdue
98
Avg. time
2h47
| Queue | Open | At risk | Overdue | Avg. time | Health |
|---|---|---|---|---|---|
| Anti-fraud | 35 | 0 | 35 | 3h12 | Critical |
| Anti-fraud · Supervisor | 2 | 0 | 2 | 2h45 | Critical |
| KYC | 13 | 0 | 4 | 1h30 | At risk |
| KYC · Supervisor | 1 | 0 | 1 | 2h10 | Critical |
| MED | 55 | 0 | 56 | 3h55 | Critical |
| MED · Supervisor | 1 | 0 | 1 | 3h40 | Critical |
| AML | 20 | 0 | 0 | 4h05 | Stable |
Every desk, its own handling.
In CMP, each discipline operates on its own desk, with its own rules, authority levels and workflows. The desks run independently but share the same audit engine and unified customer dossier.
KYC/KYB desk
OnboardingReview of pending registrations, document validation and biometrics. Decision to approve, reject or request additional info.
AML desk
Money LaunderingIn-depth investigation of suspicious operations, counterparty analysis, narrative drafting and STR generation in XML for the Coaf reporting system (SISCOAF) in Brazil or the UIF reporting system in Argentina.
Anti-fraud desk
Anti-fraudTransactional fraud, account takeover and synthetic identity cases. Real-time blocking, chargeback and refund coordinated with the operation.
MED/Chargebacks desk
ReturnsPIX MED (Brazil special return mechanism) and card chargebacks. Notifications, regulatory deadlines and refund to the customer.
Operations desk
Non-monetary eventsChanges to registration data and sensitive events with no financial movement. Token validation, biometric MFA and strong authentication before settlement.
Supervision desks
ApprovalSupervision layer per discipline (KYC Supervisor, AML Supervisor, Anti-fraud Supervisor) for critical authority levels, committees and decision review.
From queue to analyst, everything under control.
Who is logged in, who is on break, how much time is left, how much they worked today. The administrator manages profiles, work desks and configurable break types with countdown. At end of day, a productivity timesheet ready for audit and management.
Access and profile management
Admin, supervisor or analyst. Each user with assigned work desks (KYC, MED, Anti-fraud, AML) and permissions by authority level.
Configurable break types
Lunch, restroom, coffee, meeting or personal. The administrator defines name, duration, status and how many times each break can be used per day. Once the limit is hit, the option is blocked for the analyst.
Live countdown
Starting a break triggers a visual timer. The supervisor sees in real time who is available, on break and how much time remains.
Productivity timesheet
Logged time, break time by type, cases resolved and SLA met. Report by analyst, desk or shift, exportable for management.
Analistas em operação
- João Silva · KYCDisponível
- Luis Costa · PLDCafé · 08:12
- Ana Souza · Anti-fraudDisponível
- Marcos Lima · MEDReunião · 24:48
Sample break types
uses/day- Lunch Already used today60 min 1×
- Restroom10 min 4×
- Coffee · Snack15 min 2×
- Meeting Already used todayconfigurable 1×
- Personal5 min 2×
Reach the customer on the right channel.
The review desk sends communications to the customer on any enabled channel, without leaving CMP. Every integration has a dedicated connectivity test: the system validates credentials, latency and provider status before the analyst sends.
- Transactional email42 ms Connected
- WhatsApp Business180 ms Connected
- SMS95 ms Connected
- Telephony · Dialer60 ms Connected
- API tokensOK
- Webhooks120 ms Connected
- Kevin AI210 ms Online
Want to see your decision desk running end to end?
Schedule a demo and see queues, SLAs, authority levels, dossier and committee operating in real-world scenarios.
- Demo tailored to your sector
- No commitment, fully free
- Response within 24 business hours