Published Release Notes

Customize your report headers

You can customize the way that the header for all of an application's reports will be displayed by overriding the section pyReportEditorHeader. Save a copy of this section into the application's ruleset, then edit it to display the information, images, and layout that you desire. Once changes are saved, each of your application's reports will automatically use the updated header.

Advanced inline report filters

You can create a custom section and use it to display report filter controls at the top of the report, replacing the default display. The custom section can include basic controls (such as a drop-down menu or text entry field), and the controls can only provide values for the filter functions established in the Edit filters section of the Query tab for the Report Definition.

View status of custom search indexes

Custom search indexes are special purpose indexes that are created and managed outside of Pega Platform™. You can view the status of custom search indexes on the Search landing page to see whether they are complete. This information is useful for troubleshooting and can help you determine whether to rebuild the index.

For more information, see Checking search index status.

Ability to generate a dedicated search index for a case type

You can generate a dedicated search index for a case type. Using a dedicated index makes reporting faster without putting additional requirements on the database. 

For more information, see Including indexed data during case search.

New tile view in Report Browser

The Report Browser now displays available reports in a tile view, in addition to the list view. You can toggle between the two display formats. The report tiles provide a thumbnail preview of each report, which makes it easier for you to identify reports at a glance, without having to open each report.

For more information, see Report Browser features.

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.