Published Release Notes

Report Viewer provides simplified user experience

In the Report Viewer, improvements simplify the user experience when working with reports. Column headers display initial sort order and type, and you can hover over a column header to display and use its context menu, which includes options for ad-hoc sorting and filtering. Developers can specify various pagination modes and set an option to keep the header in view while users scroll through the report.

For more information, see Report Viewer.

Enhanced BIX file naming

To help clarify file names, BIX extract output files and manifest files can now contain parameters. Parameters can include the rule name, the extract's run time and date, and a unique run sequence number. Special characters such as spaces, hyphens, or number signs (#) in the output or manifest file name are converted to underscores. In addition, the pxExtractIdentifier and pxExtractDateTime columns have been added to the .csv output file.

For more information, see Extracting data with BIX and Extract rules - completing the File Specification tab.

List view and summary view reports might not display in HTML5-compliant browsers

List view and summary view reports use framesets to provide a view of drill-down reports. HTML5 does not support framesets, so these reports might not display well, or at all, in versions of browsers that are compliant with HTML5.

To prevent display issues, re-create the custom list view and summary view reports that you need as report definition reports. Standard management reports are already available as report definition reports.

As of Pega 7.2, list view and summary view rules are deprecated. For more information, see Discontinued support for list view and summary view rules.

Enhanced chart control improves displaying data as a chart

The renewed chart control has an improved properties panel and provides HTML5-compliant pie, column, bar, area, line, and gauge charts. The chart source can be a report definition, a clipboard page, or a data page. You can customize basic and threshold colors, borders, line widths, labels, and other chart elements. A preview on the property panel instantly displays the effects on the chart of property changes you make.

For more information, see Harness and section forms - Adding a chart.

HTML5-compliant chart types

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.

Association of incoming emails with triage cases

Customer service representatives (CSRs) can now associate an email triage case with existing business cases or service requests. As a result, CSRs can respond more quickly to information about the same issue reported by customers several times. The system displays a list of related service cases for the same customer that CSRs can then associate or disassociate from the open email triage case in the Email Manager or Case Manager portal.

For more information, see Associating service requests with a triage case and Keep related incoming emails together for a triage case.

Secure email threading mechanism in email bots

Pega Email Bot™ now uses a secure built-in threading mechanism to ensure that all email communication between customer service representatives (CSRs), customers, and other stakeholders is secure and organized in separate threads for a triage case. For this purpose, the system embeds a unique encrypted security code in the body of outbound emails that identifies related triage cases, service requests, and forwarded emails.

For more information, see Understanding email triage process and Use a secure threading mechanism for emails.

Ability to handle responses to automatic email notifications in email bots

Pega Email Bot™ can now handle email responses to automatic email notifications that a Pega Platform™ application sends for a related case. As a result, customer service representatives (CSRs) can save time because all relevant emails from customers and other stakeholders are available from a single triage case in the system. To use this feature, ensure that you add the same email account to the email bot that you use to send case notifications in your application.

For more information, see Handle customer responses to automatic email notifications.