Reports with visualizations of performance and automation levels for the email bot
Valid from Pega Version 8.5
In the Email Manager portal, you can now use built-in reports to visualize Pega Email Bot™ performance and the automation levels that are related to received emails, triaged cases, and created business cases. You can plug the reports to display the report data in other portals, for example the Case Manager portal. Based on the information displayed in the reports, you can adjust the machine learning models to achieve greater automation in the system.
For more information, see Viewing the reports for the Email channel and Built-in reports for the email bot.
Improved experience when building an IVA and Email Bot in App Studio
Valid from Pega Version 8.5
Build your Pega Intelligent Virtual Assistant™ (IVA) and Pega Email Bot™ while working only in App Studio. This approach makes the design process easier and more intuitive, and saves you time. You can now modify the advanced text analyzer configuration while working in App Studio. In addition, if you have access to Dev Studio, you can edit the text analyzer rule from App Studio for your chatbot or email bot by clicking a link to open the settings in Dev Studio.
For more information, see Adding a text analyzer for an email bot and Adding a text analyzer for an IVA.
Triage cases archiving in the email bot (Pega Cloud Services)
Valid from Pega Version 8.5
For Pega Platform™ that is installed in Pega Cloud® Services, you can configure Pega Email Bot™ to archive resolved triage cases that are older than a specified number of days. Archiving triage cases improves the overall performance of your system by reducing the primary storage consumption and cost because the system places such resolved triage cases in a secondary storage.
For more information, see Archiving resolved emails for an email bot (Pega Cloud Services).
Business logic-based routing cards enhancements
Valid from Pega Version 8.5
To ensure that the sequence of business logic-based routing cards conforms to your business requirements, you now have the option to change the order of the cards. For easier navigation across multiple routing cards, the system automatically collapses the cards for you, and you can then easily expand the cards that you need to display.
For more information, see Navigate easier across business logic-based routing cards (8.5), Assigning users automatically at run time.
Usability improvements in the Email Manager and Case Manager portals
Valid from Pega Version 8.5
Pega Email Bot™ customer service representatives (CSRs) working in the Email Manager, Case Manager, or Case Worker portals can now quickly reply to one recipient or to all recipients. CSRs can also view the sentiment analysis of an email (positive, negative, or neutral) for each received email, displaying the sentiment pattern for the entire email thread in a triage case. The email bot improvements add value for CSRs working in the portals and help them save time when responding to user requests.
For more information, see Understanding the email triage process and Replying to customers by email for an email bot.