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Published Release Notes

Find release notes for the selected Pega Version and Capability

Browse resolved issues for Platform releases.

This documentation is for non-current versions of Pega Platform. For current release notes, go here.

Support for the decisioning-enabled NLP text analyzer in IVAs and Email Bots

Valid from Pega Version 8.3

You can now use the new intelligent natural language processing (iNLP) text analyzer in Pega Intelligent Virtual Assistants™ (IVAs) and Pega Email Bots™. This advanced text analyzer is decisioning-enabled and empowers IVA or Email Bot for all conversational channels to provide smarter responses. The decisioning capability in the system integrates text analytics with strategies, prepositions, and interaction history, to provide the context for making better next-best-action decisions.

For more information, see Use the decisioning-enabled NLP text analyzer in IVAs and Email Bots, Defining advanced Facebook text analyzer configuration and Facebook channel behavior.

Upgrade impact

Existing channels remain with the current configuration, and their current functionality does not change. Channels created after the upgrade automatically use the new text analyzer.  

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

The new text analyzer is enabled or disabled using a new interactive API (iAPI) selection, which is selected by default for new channels. You can disable the iAPI for new channels if you want to maintain current functionality. You can also enable it for existing channels if you want to move existing channels to the new functionality.

Simple associations for quickly joining classes

Valid from Pega Version 8.3

Associations now have a simple mode. Use a simple association to quickly and easily join a class to another class. The simple association defines a left join, using a foreign key in the source class and the class key in the target class. Use an advanced association for all other conditions. In addition, simple associations are drawn in the Visual data model reporting mode to visualize the relationships that are available for reporting.

Upgrade impact

The new simple mode draws a map of where all the classes defined in the application rule are drawn as nodes. Relationships between the nodes that are defined by relevant properties are drawn as lines linking the two classes. This feature only includes Case and Data classes that are defined on the Application rule form's Cases and Data tab. It also only includes relevant fields for those classes in order to define the relationships from one class to another.

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

After a successful upgrade, add the data and case type classes to the application rule in Dev Studio to have the selected classes appear as a node. In addition, if you want a relationship to display as relevant, set the properties (of the class that defines that relationship) as relevant.

 

For more information, see Exploring the data model.

Association changes after upgrade

Valid from Pega Version 8.3

Associations now have a simple mode. Simple associations are those that join to only one class, use a left join, and have one filter condition to a class key in the target class. Existing associations that define a simple foreign key relationship are upgraded to simple associations when opened; all others are treated as advanced associations. All associations continue to work in reporting.

Making an association simple changes only one piece of metadata; all other data on the association rule is not affected.

Upgrade impact

The new simple mode draws a map of where all the classes defined in the application rule are drawn as nodes. Relationships between the nodes that are defined by relevant properties are drawn as lines linking the two classes. This feature only includes Case and Data classes that are defined on the Application rule form's Cases and Data tab. It also only includes relevant fields for those classes in order to define the relationships from one class to another. 

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

After a successful upgrade, add the data and case type classes to the application rule in Dev Studio to have the selected classes appear as a node. In addition, if you want a relationship to display as relevant, set the properties (of the class that defines that relationship) as relevant.

 

For more information, see Associations.

 

Support for multiple work queues in the Email Manager portal

Valid from Pega Version 8.3

Pega Email Bot™ now provides multiple work queues in the Email Manager portal. With this functionality, operators, such as customer service representatives, can now triage cases more efficiently by selecting different work queues. Operators have access to work queues only for the current Pega Platform™ application.

For more information, see Email Manager portal.

Automatic model training when mapping entities to case properties in Email Bot

Valid from Pega Version 8.3

You can now initiate automatic feedback to entity models in Pega Email Bot™, during manual mapping of email content to a case property.

To enable automatic feedback, you set the Work-Channel-Triage.pyIsRuntimeFeedback rule to true in Pega Platform™. By default this feature is disabled. Enabling this feature ensures that the email bot is more responsive by automatically copying detected entities, such as names, locations, dates, and ZIP codes, to case type properties of a case type.

For more information, see Email triage, Email channel NLP model and Enabling the NLP model training for the email channel.

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

Valid from Pega Version 8.5

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

Valid from Pega Version 8.5

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.

Condition builder enhancements

Valid from Pega Version 8.5

To enhance the precision of condition builder in both App Studio and Dev Studio, the new instances include comparator helps you specify the number of field group and field group list instances to which a when rule applies. In addition, a search option that returns results on keypress helps you easily look for existing values.

For more information, see Create conditions in an enhanced condition builder (8.5), Defining conditions in the condition builder.

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

Valid from Pega Version 8.5

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

Valid from Pega Version 8.5

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.

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