A week in the operator workspace.

What ops actually open, click and worry about.

Monday: the case queue

The first thing a compliance analyst opens on Monday morning is the case queue. In the Coreal operator workspace, the case queue shows open compliance cases — manual KYC reviews, AML flags, dispute escalations — sorted by SLA remaining time. Cases approaching breach are highlighted in amber. Breached cases are in red. The analyst's first job is to zero out the red.

Each case has a structured evidence pack: the customer's KYC submission, the AI-generated risk summary, the KYT result if crypto was involved, the transaction history for the relevant accounts, and a comments thread for the review team. The analyst adds a decision note and moves the case to the next state. The BPM engine records the transition and starts the clock on the next SLA.

Wednesday: reconciliation

The payment operations team runs reconciliation twice daily. In the operator workspace, reconciliation is a comparison view: the ledger's posted transactions against the incoming settlement files from each provider. In a healthy system, the delta is zero. In practice, there are always a handful of mismatches — timing differences, partially-captured authorisations, settlement files with formatting errors.

Each mismatch is a case in the BPM engine. The ops team investigates, resolves or escalates, and journals the resolution. The target is to clear all mismatches before end of day. We hit this target 94% of days in production.

Friday: the journal

Friday afternoon, the senior ops manager reviews the week's journal: every case opened and closed, every SLA met and missed, every escalation and its resolution. The journal is not a summary — it is the raw event log, searchable and filterable. If a regulator asks for it, it goes out as-is. That is by design.