Published Release Notes

Chart drilldown capabilities extended to dashboard widgets

When the chart for a report is displayed in a dashboard widget, you now can click any part of the chart to drill down and view the subset of data for that part. This enhancement provides you with an accurate view of the data that determines the report results. Previously, this capability was provided only in the Report Viewer.

Enhancements to exporting report results to Excel

When you export report results to Excel, the .xlsx file that the export process generates is smaller, opens faster, and no longer displays a security warning when you open it. Excel handles more of the formatting, and DateTime, Date, TimeOfDay, and Numeric properties are exported in a format that Excel recognizes. In addition, columns have sorting and filtering enabled by default.

These enhancements are enabled by default and provide improvements to performance and memory usage, especially with large data sets. You can disable this new default behavior by modifying the pyEnableExportToAdvancedExcelFormat when rule. For more information, see Disabling the default functionality for exporting reports to Excel.

Improved data security for BIX extracts for Pega Cloud customers

Data security is improved for BIX extracts in the Pega Cloud. BIX extracts are now processed through the use of a HIPAA-compliant system. As a result of this improvement, the method for obtaining BIX extracts has changed. For more information, see Process for obtaining BIX extracts has changed for Pega Cloud customers.

New process for Pega Cloud customers to obtain BIX extract files

The process for obtaining Business Intelligence Exchange (BIX) extract and manifest files for Pega^® Cloud customers has changed as a result of data security enhancements for HIPAA compliance. By default, after upgrading to Pega 7.3, you must obtain the BIX extract and manifest files from the Pega SFTP server. From within Designer Studio, you can configure the BIX extract and manifest files to be sent to a remote SFTP server by a file listener. For Pega Cloud customers who have purchased a Pega Cloud SFTP Server subscription, you can configure BIX to send the BIX extract and manifest files to the SFTP server's folders for remote SFTP client download.

For more information about obtaining files from the Pega SFTP server, see Obtaining BIX extract files from the Pega SFTP server.

For more information about having files sent to your SFTP server, see Defining SFTP-related data instances.

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.

Support for seamless transitions between IVAs and customer service representatives

To ensure the best user experience in chat sessions with a Pega Intelligent Virtual Assistant™ (IVA), customer service representatives (CSRs) can now step in and take control of a chat session multiple times, when the chatbot is not capable of correctly answering the user. After the user problem is resolved, the CSR can seamlessly switch control of the chat session back to the chatbot.

Unified Messaging Desktop integration with Pega Platform

You can now use the Pega Unified Messaging Desktop™ customer service solution with a Pega Platform™ application so that customer service representatives (CSRs) and other users, such as managers, can respond to user requests more quickly and in a more consistent manner. With integrated Pega Unified Messaging Desktop, CSRs can escalate user requests from Pega Intelligent Virtual Assistants™ (IVAs) by using case processing and artificial intelligence alongside Pega Customer Service™

For more information, see Develop a single IVA channel to chat across different messaging platforms.

Conversation flow and smart shapes for the Digital Messaging chatbots

When creating Pega Intelligent Virtual Assistant™ (IVA) for Digital Messaging, chatbot developers can now use new conversation smart shapes in a dedicated flow, making the design process simpler, more robust, and intuitive. With the new smart shapes, the chatbot displays text messages or asks questions to users in one of several ways. In addition, developers do not have to create additional rules, switch tabs, or perform manual validation. You can associate the conversation flow that you create for your IVA with a business case, use the flow on its own, or reuse it in another conversation flow, improving the overall chatbot design process.

For more information, see Adding a stand-alone conversation process for a conversational channel, Adding a case type conversation process for a conversational channel, Editing the conversation smart shapes and Flow shapes.

Ability to forward emails in triage cases

When working on customer emails in the Email Manager or Case Manager portal, customer service representatives (CSRs) can now forward emails to additional stakeholders, for example, third-party vendors or sellers. As a result, CSRs that work with Pega Email Bot™ save time, improve responsiveness to customer inquiries, and make email triaging more efficient. The email bot keeps each forwarded email conversation in a separate email thread from the customer conversation, making the system more consistent and secure.

For more information, see Communicate with stakeholders on a customer query by forwarding emails and Forwarding emails to other stakeholders for an email bot.

Outbound email templates for email bots

Pega Email Bot™ now provides built-in templates for outbound email and an option to create your own, custom templates. You can use this feature to standardize branding for your applications and the company through your communication channels. For example, customer service representatives (CSRs), who use the Email Manager or Case Manager portals, can apply these templates to strengthen your brand's presence in every email that they send or that the email bot automatically sends as an acknowledgment for a user email.

You select an outbound email template when you configure the Email channel. The system provides you with three built-in outbound email templates that you can select or modify to fit the requirements of your organization.

For more information, see Creating an Email channel and Creating outbound email templates.