This release of Pega Platform™ introduces built-in reports to help you visualize Pega Email Bot™ performance and automation levels and adds the ability to automatically archive triaged cases for systems installed on Pega Cloud^® Services by reducing the primary storage consumption and cost. You visualize the automation level of your email bot in the reports by comparing the number of emails that were automatically triaged to the number of emails that were manually triaged, or by comparing the number of business cases that were created automatically to the number that were created manually.

Built-in reports

By analyzing the information displayed in the built-in reports, you gain valuable information about system performance and automation. As a result, you can improve how your email bot interacts with users through received emails, triaged cases, and created business cases. You configure the built-in reports to display information for a specific time span, for example, for the current day, the last 7 days, or a custom date range. By default, the reports are displayed on a dashboard in the Email Manager portal. To meet the needs and requirements of your organization, you can customize the display them in other applications, for example the Case Manager portal. You can also create custom reports by exposing your own columns in the tables, optimizing the columns for reporting, and then running a Data Transform rule.

The following figure shows the Email Manager portal dashboard with the built-in reports:

For example, the first chart in the figure above helps you visualize the automation level in your email bot by comparing the number of emails that were automatically triaged, and the number of emails manually triaged by customer service representatives (CSRs). If the statistics in the chart show that more emails were manually triaged by CSRs than automatically triaged by the system, you can take steps to improve the artificial intelligence and intelligent email routing, so that automatic triaging occurs more often. As a result, users can communicate with the system more efficiently to help solve the reported problems. For more information, see Built-in reports for the email bot and Viewing reports for the Email channel.

Triage cases archiving

Improve the overall performance of your email bot by reducing the primary storage consumption and cost. If your Pega Platform™ is installed in Pega Cloud^® Services, you can now archive resolved triage cases for the email bot. If you enable archiving, the system automatically places resolved triage cases older than a specified number of days in a secondary storage repository. For more information, see Archiving resolved emails for an email bot (Pega Cloud Services).

The following figure shows the triage case archiving settings for an Email channel: