Published Release Notes

Ability to annotate case attachments

Pega^® Platform application users can now add annotations to images that are attached to cases. For example, users can draw around an area of an image to highlight a faulty element of the device. Users can annotate all images, except for signature images or attachments that are stored in Pega Cloud or other external data stores. The annotated case attachments replace the original ones.

For more information, see Case attachment annotations.

Pega Survey documentation refers to deprecated field

The documentation for Pega^® Survey refers to the Answer Layout field on the Complex Question form, but this field is no longer supported. For more information about the question layout formats that Pega Survey supports, see Pega Survey.

Support for the decisioning-enabled NLP text analyzer in IVAs and Email Bots

You can now use the new intelligent natural language processing (iNLP) text analyzer in Pega Intelligent Virtual Assistants™ (IVAs) and Pega Email Bots™. This advanced text analyzer is decisioning-enabled and empowers IVA or Email Bot for all conversational channels to provide smarter responses. The decisioning capability in the system integrates text analytics with strategies, prepositions, and interaction history, to provide the context for making better next-best-action decisions.

For more information, see Use the decisioning-enabled NLP text analyzer in IVAs and Email Bots, Defining advanced Facebook text analyzer configuration and Facebook channel behavior.

Upgrade impact

Existing channels remain with the current configuration, and their current functionality does not change. Channels created after the upgrade automatically use the new text analyzer.  

What steps are required to update the application to be compatible with this change?

The new text analyzer is enabled or disabled using a new interactive API (iAPI) selection, which is selected by default for new channels. You can disable the iAPI for new channels if you want to maintain current functionality. You can also enable it for existing channels if you want to move existing channels to the new functionality.

Business logic-based routing to process cases more efficiently

Process cases more efficiently by defining business logic-based routing options to route tasks to customer service representatives (CSRs) who have a specified availability or skillset. For example, you can ensure that a task is routed to a CSR with a high level of a German language if it is your business need. You can also create custom lists of operators and work queues to filter CSRs who can receive an assignment.

For more information, see Choosing an assignee at run time in Dev Studio, Choosing an assignee at run time in App Studio, Configuring business logic-based routing APIs.

Support for multiple work queues in the Email Manager portal

Pega Email Bot™ now provides multiple work queues in the Email Manager portal. With this functionality, operators, such as customer service representatives, can now triage cases more efficiently by selecting different work queues. Operators have access to work queues only for the current Pega Platform™ application.

For more information, see Email Manager portal.

Task board enhancements for improved tracking of tasks

App Studio and end-user portals, such as Case Manager, now provide an enhanced task board which helps you improve collaboration on task resolution. For example, you can create a checklist within a task, and then update the checklist to inform other users about the progress of the task. Attach content to a task to ensure that all users have the information that they need, and to make tasks more meaningful. Now you can also categorize tasks, and then filter them by category, to quickly access relevant information.

For more information, see Monitoring and tracking tasks in Dev Studio, Monitoring and tracking tasks in App Studio.

Enhanced Wait shape

Pega Platform™ now supports the enhanced Wait shape that configures the case to wait for the resolution of all child cases instead of only the child cases of a specific type. When you set up the Wait shape to stop a case until it reaches a certain status, you can decide whether the shape considers statuses from a whole case life cycle, or only the statuses after the wait begins. The enhanced Wait shape provides you with greater control over resolution of your cases. 

For more information, see Pausing and resuming processes in cases in Dev Studio, Pausing and resuming processes in cases in App Studio.

Automatic model training when mapping entities to case properties in Email Bot

You can now initiate automatic feedback to entity models in Pega Email Bot™, during manual mapping of email content to a case property.

To enable automatic feedback, you set the Work-Channel-Triage.pyIsRuntimeFeedback rule to true in Pega Platform™. By default this feature is disabled. Enabling this feature ensures that the email bot is more responsive by automatically copying detected entities, such as names, locations, dates, and ZIP codes, to case type properties of a case type.

For more information, see Email triage, Email channel NLP model and Enabling the NLP model training for the email channel.

Email bots now support multiple languages

You can now configure Pega Email Bot™ to perform text analysis, use training data and triage emails in multiple languages, for example, English, French, German, and Spanish. By detecting topics and entities from emails in different languages, the system can suggest the correct business case and provide an email response in the user's own language.

For more information, see Selecting languages for an Email channel and Enabling automatic language detection for text analysis.

Case tags for improved case search

Pega Platform™ now supports enhanced tagging for case types so that you can search cases by tags. As a result, tagging is more consistent because you can define a set of suggested tags that users can add to their posts and cases. When users search for cases, they can apply several filters, for example, recently added or most frequently used tags.

For more information about tags, see Tagging cases in Dev Studio, Tagging cases in App Studio.