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.

Case archiving enhancements in Pega Cloud Services

To provide a more complete archiving solution to Pega Cloud clients, we have introduced several enhancements to the archival functionality for your Pega Platform database. This includes support for your data retention policy to expunge (permanently delete) archived data from Pega Cloud File Storage.

Permanently delete case data with data retention policy

In previous versions, Pega Cloud clients could archive resolved cases and associated data from the Pega database to Pega Cloud File Storage after the cases have been resolved for a specified number of days with an archival policy. Now, clients can permanently delete archived data from Pega Cloud File Storage after the cases have been resolved for a specified number of days with a data retention policy. 

Faster adoption with testing mode

Clients can now enable a testing mode and specify archival policies in minutes instead of days. Now you create and resolve cases, then run archiving process immediately to test the functionality within minutes.

Easier adoptions with enhanced monitoring capabilities

With the addition of the Log-ArchivalSummary class and its associated log files, clients can monitor their archival jobs in a single view. We have also improved logging for archival jobs, offering you greater insight into the success of your archival process.

To learn more about archiving and purging your case data in your Pega Cloud environment, see Improving performance by archiving cases.

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).

Robotic Desktop Automation (RDA) support for Pega 7 applications

You can use Robotic Desktop Automation (RDA) to integrate and unify processes that run on a user's desktop to streamline work and free your staff to focus on higher-value, customer-oriented tasks. You can use automations to retrieve information from applications that run on the desktop and send them to your Pega 7 application, and you can also use automations to send information from your application to applications that run on the desktop.

In an example Call Center application, you can use an automation to retrieve information from a legacy application running on a customer service representative's (CSR) desktop and display it in your application. You can also send information that users enter in your application (for example, an address change) to an automation to update the legacy application.

​For more information, see:

• Configuring Remote Desktop Automation
• Robotic Desktop Automation

Updated default dynamic system setting for requestor pools

Clients can now enable or disable requestor pools for processing service requests using a new dynamic system setting called EnableRequestorPools with Pega-IntegrationEngine as the owning rulest. Previously, all deployments utilized requestor pools to improve service processing response efficiency; requestor pools eliminated overhead by automatically returning a requestor to the pool after it fulfills a service request. Starting in Pega Platform 8.4, requestor pools are disabled in Client-managed cloud deployments, since these deployments use autoscaling to handle service request traffic. Enabling requestor pools in Kubernetes environments is not recommended, because they can inhibit the default autoscaling settings in the environment.

Requestor pools remain enabled by default in Pega Cloud and on-premises environments.

To help clients navigate this change, Pega has updated its best practice guidance for configuring requestor pools. For an overview, see Requestor pooling for services. For guidance on the use of requestor pools in your application, see the EnableRequestorPools entry in Dynamic system settings data instances.

Upgrade impact

Requestor pools are disabled by default in Pega Platform 8.4 in client-managed cloud deployments. Clients who deployed previous versions of Pega Platform on a Kubernetes environment and who upgrade to Pega Platform 8.4 could see that their services behave differently.

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

If clients that are deployed in a Client-managed cloud environment need to configure their services to use requestor pools and they understand how to configure requestor pools for their optimized use, these clients can re-enable requestor pools. Clients should review the best practice for configuring requestor pools before they re-enable requestor pools. To re-enable requestor pools, you modify the EnableRequestorPools setting in the Pega-IntegrationEngine Owning ruleset from “disabled” to Enabled [no value]. For details, see Editing a dynamic system setting.

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.

Data pages can source information from a robotic process automation

When you use robotic process automation (RPA), you can now configure data pages to source information from robotic automations so that you can connect your Pega® Platform application to legacy applications in your enterprise. By using automations to retrieve data and save it to a data page, you can use data virtualization to encapsulate your Pega Platform data model from the physical interface of a legacy system against which the automation is running.

For more information, see Obtaining information from robotic automations.

Data pages can source information from a robotic desktop automation

You can now configure data pages to source information from robotic desktop automations (RDA). Using an RDA to source a data page allows you to connect your Pega Platform™ application to any application that is accessible from an end-user's desktop. By using automations to retrieve data and load it into a data page, you can use data virtualization to separate your Pega Platform data model from the physical interface of a legacy system against which the automation is running.

For more information, see Obtaining information from robotic automations.

Add Robotic Automation capabilities to your application by using the Connect Robot rule

Pega Platform™ supports a new Connect Robot rule that you can use to integrate robotic automation capabilities into your application. You can publish information about automation bundles from Robotic Automation Studio directly to Dev Studio and automatically generate and display new rules. Also, when you source data pages from robotic desktop automations (RDA), Pega Platform displays a list of automations from which you can choose.

For more information, see About Connect Robot rules.