Published Release Notes

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.

Custom application URL alias in the application definition

Create application URL aliases that support your ability to launch multiple Pega applications simultaneously in a single browser. This feature makes it easier for clients and your customers to log into multiple applications using the same browser and access them simultaneously. You configure your application URL alias in the application definition. For details, see Adding an application URL alias.

For more information, see Simplify access with an Application URL alias (8.4). 

Upgrade impact

After an upgrade to Pega Platform™ 8.4 and later, review to determine if and how you must update your application rules to reflect the current URL aliasing format. As part of these application rule updates, Pega also updated the URL format and value components of the clipboard property, pxRequestor.pxReqServletNameReal, which you can use to discover a servlet name. If your application uses this property to discover a servlet name, update the pxRequestor.pxReqServlet property in the application rule to use the new, required URL and value formats.

For details steps, see the section, Upgrading from Pega 8.3 or earlier: Guidelines for any required changes in your application URL aliasing, in the appropriate Pega Platform Upgrade Guide available at Deploy Pega Platform. 

What steps should the customer take to update their application?

After upgrading, you must update your JMeter test scripts. For detailed steps, see Updating JMeter test scripts after migrating to Pega 8.4.

Add the security checklist to applications created before 7.3.1

The security checklist is now automatically added to applications. You can manually add the security checklist to applications that were created in earlier versions.

You can improve the security of your application by completing the tasks on the checklist.

The following task reflects the procedure on how to manually add the security checklists to Designer Studio prior to 7.3.1:

1. In the header of Designer Studio, click the name of the application, and then click Definition.
2. Click the Documentation tab.
3. In the Application guides section, click Add guide.
4. In the Application guide& field, enter pxApplicationSecurityChecklist.
5. Click the Configure icon in the Available in column and select the portals (App Studio and Dev Studio) that you want to add the security checklist to.
6. Click Save.

Expanded checks for Java injection vulnerabilities (8.4)

The Java injection vulnerability check feature has been enhanced in Pega Platform™ to further prevent Java injection, including Edit validate, Edit input, and JSP rules. Pega Platform reports errors at design time and run time, and does not run any rule that includes any of the following Java code:

• JavaCompiler
• new ProcessBuilder()
• org.dita.dost.invoker
• Runtime.getRuntime()

For more information, see Configuring the Java injection check.

Reports with visualizations of performance and automation levels for the email bot

In the Email Manager portal, you can now use built-in reports to visualize Pega Email Bot™ performance and the automation levels that are related to received emails, triaged cases, and created business cases. You can plug the reports to display the report data in other portals, for example the Case Manager portal. Based on the information displayed in the reports, you can adjust the machine learning models to achieve greater automation in the system.

For more information, see Viewing the reports for the Email channel and Built-in reports for the email bot.

Improved experience when building an IVA and Email Bot in App Studio

Build your Pega Intelligent Virtual Assistant™ (IVA) and Pega Email Bot™ while working only in App Studio. This approach makes the design process easier and more intuitive, and saves you time. You can now modify the advanced text analyzer configuration while working in App Studio. In addition, if you have access to Dev Studio, you can edit the text analyzer rule from App Studio for your chatbot or email bot by clicking a link to open the settings in Dev Studio.

For more information, see Adding a text analyzer for an email bot and Adding a text analyzer for an IVA.

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).

Usability improvements in the Email Manager and Case Manager portals

Pega Email Bot™ customer service representatives (CSRs) working in the Email Manager, Case Manager, or Case Worker portals can now quickly reply to one recipient or to all recipients. CSRs can also view the sentiment analysis of an email (positive, negative, or neutral) for each received email, displaying the sentiment pattern for the entire email thread in a triage case. The email bot improvements add value for CSRs working in the portals and help them save time when responding to user requests.

For more information, see Understanding the email triage process and Replying to customers by email for an email bot.

New JWT access token format: Authorized Access Token

Pega Platform™ is changing from using opaque tokens to using JSON Web (JWT) tokens and the JWT access token format: Authorized Access Token (AAT). An AAT enables a client application to validate the server for user permissions and authorizes a specific application to access specific parts of a user’s data.

The major benefits to using the JWT format are:

• The JWT is a self-contained token that has authentication information, expire time information, and other user-defined claims digitally signed.
• A single token can be used with multiple applications.
• The tokens are short-lived and can minimize damage if transport security is compromised, as the token signature is verified.
• As the token is verified with the signature, there is no need to verify against a database, thus reducing latency (usually important for Web APIs).

For more information, see Understanding authorized access tokens.