today I'll be going through the UI updates we've made to our dispute agent workspace in Washington Plus customer Brian laara reached out to his bank to dispute damaged Furniture he received and was charged for the disputes case was assigned to agent Sam gray agent Sam gray goes into his financial services workspace here's a core capability enhancement we made previously this was the CSM FSM configur able workspace we've now renamed our workspace for both Banking and insurance to the financial services workspace right on Sam's homepage we see new reg e and reg Z landing pages these help agents track debit and credit card transactions that may violate reg e and z requirements and therefore must be monitored Sam goes to create a disputes case and we see another UI update we've made to the agent workplace in Washington Plus as you can see we've implemented the new case selector which organizes case types so agents can more easily manage the various types available it also allows for searching as well as filtering for things like products the customer already has Sam begins to collect the relevant data from the customer as Sam moves through this case he chooses consumer disputes category as the card holder had a dispute with a merchant over the quality or receipt of the goods or services another update in Washington Plus based on ux and customer feedback we've combined the record generator and dispute Details page into one step as you see here this takes away unnecessary Steps From the agent's Journey now that the Playbook has identified that it's a consumer dispute Sam continues through the consumer dispute questionnaire he chooses that the merchandise was defective or damaged based on Brian's feedback he learns that the merchandise is stuck at the Customs agency of Brian's country pausing here for a moment we can highlight another UI update for the workspace we've made the playbooks here on the left Dynamic to only show the relevant steps to the type of dispute that's being filed previously we listed steps and showed them as skipped when they did not apply now based on customer feedback we're leveraging rules and conditions to only show the relevant ones we've also added this closure step based on customer feedback to wrap up the case Sam submits the dispute and moves to the investigate stage of the case the last UI update we have from Washington Plus is on the transaction summary widget here on the left we now show chargeback eligibility or ineligibility this allows the agent to be aware of Eligibility right away ahead of any submission to network systems Sam sees here the chargeback is ineligible because the merchandise is being held in the card holders Customs country Sam can use this information to inform the the card holder and make the decision not to request a formal charge back in voll this concludes our demo on the latest UI updates we've made to the disputes agent workspace