Published Release Notes

Improvements to email case triaging

Improvements to Pega Intelligent Virtual Assistant™ (IVA) for Email make the system more robust and user friendly. When you reply to emails in a triage case, you can forward the email, reply to all, and use the carbon copy (cc) and blind carbon copy (bcc) fields. You can also send Pulse messages to discuss an email case without exposing the information to external users. You are notified in the Email Manager and Case Manager portal if you receive Pulse messages. Even when an email case has been resolved and appears as read-only, you can still send Pulse messages.

For more information, see Email Manager portal and Email triage.

Improved search indexing performance

Search indexing now uses a queue processor to improve indexing performance. Indexing can automatically restart if the database goes down temporarily. This saves time and manual action. As a result of using the queue processor for indexing, the following changes have been made to the Search Landing page.

• You cannot cancel indexing from the Search landing page. Cancel indexing by stopping the queue processor from the Data flow landing page.
• The progress message is not shown. View progress on the Queue Processor landing page.
• Queue processor information has been added.

For more information, see Stopping or pausing search reindexing.

Improvements to the Email channel configuration and content analysis

To make the Intelligent Virtual Assistant™ (IVA) for Email more useful and easier to manage, you can track all the Email channel configuration changes that you or other operators make. The system now also detects defined entities and topics, not only in the contents of the email messages and its attached files, but also in the email subject field which improves the responsiveness of IVA to emails. You can map same text that appears in an email triage case to different entities. In previous versions of Pega Platform, only the email body was analyzed but with subject analysis, now the entire email is analyzed for topics and entities, including its salutation and signature.

For more information, see Tracking configuration changes in the Email channel and Enabling the analysis of subject field content during email triage.

More visibility of your production level

You can now see the production level of your environment in a new gadget that is available in all Pega Platform™ workspaces. To ensure that you immediately recognize your current environment, you can give it a unique name that is displayed when you click the gadget. In addition to specifying your production level and environment name on the System form in Dev Studio, you can now specify those values on the System & nodes page in Admin Studio.

For more information on Admin Studio, see Modifying your environment name and production level.

For more information on Dev Studio, see Specifying the production level.

Facebook and Web Chatbot configuration in the preview console

When you develop a Pega Intelligent Virtual Assistant™ (IVA) for Facebook or Web Chatbot, you can now teach interactive bot conversations by chatting with the bot in the preview console and guiding the artificial intelligence algorithm to the right responses. This ability greatly accelerates conversation development and simplifies configuration, while providing the developer with more transparency in the mechanisms that produce specific responses.

For more information, see Simulating a conversation and building a chatbot runtime and Testing and building a chatbot from the preview console.

Support for rich user interface controls in IVA for Web Chatbot

You can now use rich user interface controls in Pega Intelligent Virtual Assistant™ (IVA) for Web Chatbot because Pega Platform™ includes a framework for advanced user interface controls. You can use a date picker control and add file attachments while chatting with the chatbot. These features provide a richer and more robust user experience and they help the user accomplish tasks more quickly without the need for complex validation messages.

For more information, see Use rich user interface controls in Web Chatbot.

Support for rich HTML text in IVA for Email

Pega Intelligent Virtual Assistant™ (IVA) for Email now supports rich HTML text in email conversations, which enhances the overall user experience. You can enable this option in the Email channel configuration in IVA for Email to display rich text in email conversations for case triaging. Natural language processing (NLP) analysis works flawlessly in scenarios for all email content that contains rich HTML text.

For more information, see Enabling rich HTML text in emails.

Multiple actions triggering during intelligent email routing

Pega Intelligent Virtual Assistant™ (IVA) for Email now supports triggering of multiple actions during the intelligent routing of incoming emails, which improves the artificial intelligence capability of IVA for Email so that it is more responsive to user input. For example, you can set up intelligent routing for an Email channel to trigger multiple actions, such as creating a case and automatically replying to an email for the content that you receive.

For more information, see Intelligent email routing, Configuring routing conditions for automatic email handling, and Setting up intelligent routing in Intelligent Virtual Assistant for Email.

Rule revalidation after updating properties without restarting nodes

When you update certain property attributes, such as a property's maximum length, rule types that reference the property might not reflect the change. You do not always have to restart nodes to revalidate the referencing rules when they cannot be resaved, for example, when they are in a locked ruleset. For Pega Platform™ 8.1 and later, for non-stream rules, such as activities, data transforms, and so on, use the reassemble API in Admin Studio or truncate the assembled classes table.

For stream rules, such as sections, harnesses, paragraphs, and so on, reassemble the rules and restart the nodes. For more information, see More about properties.

For previous versions of Pega Platform, use the System Management Application (SMA) to revalidate stream and non-stream rules.

Changes in JSON results when checking the health of your system

Beginning with Pega Platform™ 8.2, the JSON results that are returned when you ping a Pega Platform instance have changed. JSON results now include node type and health information, including test name, status, state, and node ID. The following samples show JSON results from versions before 8.2 and as of 8.2.

JSON results for pre-Pega Platform 8.2:

{ "duration":"3954.448601", "count":"0" }

JSON results for Pega Platform 8.2 and later:

{"node_type":["WebUser"],"health":[{"last_reported_time":"2019-02-14T16:10:49.589Z","test_name":"Sample-Stream-Check","status":"success"}],"state":"healthy","node_id":"10.10.10_samplenode"}.