Published Release Notes

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.

BIX ruleset is now included with Pega Platform

The Pega Business Intelligence Exchange™ (BIX) ruleset is now included with Pega Platform™, which eliminates the need for additional provisioning for Pega Cloud customers and for a separate BIX installation for on-premises customers. To add BIX to your application, add the Pega-BIX:<version> ruleset to your application rulesets.

For more information, see Data extraction.

Upgrade impact

After a successful upgrade, the BIX ruleset is available within Pega Platform. You should synchronize the BIX ruleset and Pega rules to avoid extraction errors.

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

After the upgrade is complete, change the ruleset version for Pega Platform and BIX to use the same, latest version.

BIX extracts can be scheduled and run from the Pega 7 Platform by using agents

You can create an agent that periodically invokes the new pxExtractDataWithArgs activity to run a BIX Extract rule. The activity takes the class and extract rule name, as well as an additional input string with a list of BIX command-line parameters, as input parameters to use for the run.

Triage cases archiving in the email bot (Pega Cloud Services)

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).

New PEGA0084 alert - Search node count

The PEGA0084 alert is generated when the number of available index host nodes does not meet the quorum ((replicas/2) + 1) required for index writes to succeed. This alert can occur when some of the index nodes go down, causing the number of available index host nodes to be less than the quorum. For more information, see PEGA0084 - Search node count.

BIX performance improvements for CSV output in the Pega Cloud

BIX performance has been enhanced to download up to 25 GB of data per hour for extracts from a BLOB-less class table for CSV output. This high-throughput option is available only for Pega Cloud instances that use a Postgres database. This option is used automatically for these types of extracts.

When this option is used, the –x and –c command-line options for BIX are not supported, and the checkSum field in the manifest summary is not populated. If you need these options, you can revert to the previous implementation by using a setting in the prconfig.xml file.

For more information, see BIX high-throughput data downloads in the Pega Cloud.

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.

Upgrading to the secure threading mechanism for email bots

In Pega Platform™ version 8.6, Pega Email Bot™ includes a more secure threading mechanism to help track emails from customers and other stakeholders in separate threads for an email triage case.

Upgrade impact

If you upgrade from Pega Platform version 8.5 or earlier, in which you configured an Email channel, perform the following steps to ensure that your system uses the new secure threading mechanism:

• Update the service email rule that the system uses to send an email reply as the initial acknowledgment.
• Update the email reply template in the data transform rule that the system uses when a customer service representative (CSR) sends the reply.

For more information about creating an initial acknowledgment email and email reply template, see Creating outbound email templates. For more information about the secure threading mechanism, see Use a secure threading mechanism in emails.

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

For the initial acknowledgment email used by your email bot, update the service method for your email listener rule. On the Response tab for this service email rule, expand the Message contents section. In the Message data section, you specify the rule that defines the structure of the content of the email body. In Pega Platform version 8.6, you use for this purpose the pyEmailAcknowledgement correspondence rule that takes into account the selected built-in template. This template includes the security code tag that the system uses for the secure threading mechanism. If your application uses a different rule in the Message data section, update this definition to match one of the built-in correspondence template rules, for example, EmailAckTemplate_Clear.

The pySetEmailBotReplyTemplate data transform rule sets the name of the email correspondence rule that the system uses as the email reply template. If you do not want to use the default approach using the Classic, Cobalt, or Clear outbound email template themes, override this data transform rule to set the email correspondence rule name for the Param.ReplyTemplate target in the Source column field.

For more information about how to update the service email rule and the data transform rule to ensure that your system uses the secure threading mechanism, see Upgrading to the threading mechanism available in the 8.6 version.

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.