User experience enhancements in dispute agent workspace

The new workspace enhances the disputes process for agents by enabling them to work on tasks directly from the main playbook page. This user experience provides them with the necessary information to navigate through the various stages in the flow.

Views of the dispute agent workspace

The new workspace offers the following views for the users.

Process-based horizontal layout

The workspace is simplified by implementing a process-based horizontal layout, reducing tabs and unnecessary activities. This allows dispute agents to focus on relevant tasks for each stage of the dispute.

New widgets

Added new widgets to display case information and state of transactions. The case information widget provides you a summary of all the transactions that are being disputed and includes an email feature that enables agents to quickly send messages to customers. The state of transactions widget shows you a list of all the disputed transactions, including the amount and their current state. Additionally, it shows you a list of resolved cases.

Split view for tasks

To eliminate the need for opening multiple tabs, a split view for tasks is incorporated. The list and form task are placed within the activity section of the playbook. To view the complete view of the card dispute transaction, click on Open in new tab.