Review and promote clusters
Summary: You will review a cluster on the Intake page, then either open it as a case or reject it.
A cluster is a group of connected incidents. A cluster comes into existence the moment someone connects two incidents that do not already belong to one; connecting an incident to one already in a cluster adds it to that cluster. There is no scheduled or background clustering run: every cluster exists because a person connected two incidents.
The Intake page
Clusters wait in the cluster queue on the Clusters tab of the Intake page. The Intake page has three tabs (Clusters, Add to case, and Merges), but only Clusters is live today; the other two show a "Coming soon" badge and are disabled. The Intake page owns no cases itself; it is a suggestions surface that hands you off to case creation.
The Clusters tab is a single queue with a status filter above it: Pending Review or Rejected. Only a caller who can edit all cases is offered the Rejected option. Pending cluster cards show the cluster's label, incident count, total loss, top incident category, top region, and creation date.
Each cluster's label and summary are AI-generated, which is a visible state: Generating (the card updates itself when the label arrives), or Failed (the card says so and offers a Retry to roles that can edit). A run that never finishes is treated as failed after two minutes. A failed summary does not block review: you can still open the cluster and promote it with a name you type.
Review a cluster
Opening a cluster shows four summary tiles (status, incident count, total loss, and the time window from earliest to latest member incident), an overview section with the AI analysis and a radar chart of the average score across the five scoring signals, a proposed-case form, and an incidents section listing the member incidents alongside a graph of the connections between them.
The proposed-case form requires a case name and at least one category label. Case type, severity, category, internal subtype, and division are optional. The estimated total loss is computed from the member incidents and cannot be edited here.
Decisions
- Open as Case: allowed once a name and at least one label are present. It creates the case, attaches every member incident, and navigates to the new case.
- Reject Cluster: marks the cluster rejected and returns to the Clusters tab. Rejection cannot be reversed anywhere in the product. A rejected cluster stays visible under the Rejected filter but cannot be reinstated; the same incidents can only form a cluster again if someone connects them again by hand.