Question
FB
US
Last activity: 15 Feb 2022 10:06 EST
Email Triage volume and efficiency
We are looking to evaluate Pega email bot capability and would really appreciate if you could help on following questions regarding its ability to manage volume efficiently.
- If there are 10 different email channels, all of them creates a Email Triage (ET) Case. Even though NLP and actions can be customized for each channel; al these emails still follow same underlying technical steps which results in creating ET cases. Is there a way to extend Work-Channel-Triage-Email class and create customer specific classes(tables) to isolate them separately. Is it recommended to extend.
- Assuming 10 channels , all together 1- 1.5 million emails an year - Would large volume affect the efficiency or Pega capability to process emails. Would it degrade performance overtime with this kind of volume.
- Are there any documentation available on how to customize/configure Pega NLP other than the email bot course available in academy
Pegasystems Inc.
US
@BibinMichael Hello, we are reviewing this request internally and will have a response tomorrow. Prior to the discussion, I just wanted to confirm the exact version of the Pega Software that you're using. Also, are you using any application (like Customer Service) or using the Email manager directly in the Pega Platform.
thanks
Amit
FB
US
@Amit_Patel Thanks for looking into this; appreciate your help and support. Currently we are on Pega 8.6.2 pegacloud. We do not have applications like customer service; our enterprise application stack is built on top of Pega Platform. We use email manager for email triage users and theme cosmos user portal for users who work only on service cases
Pegasystems Inc.
IN
- It's not recommended to extend OOTB Work-Channel-Triage-Email class for application specialization purpose. This class has a dedicated table to store work objects. Work items from different channels can be identified via Channel ID property which is also an exposed column.
- 1.5 mn emails per year is quite manageable and we haven't seen any performance degradation at that number. There are performance issues when this table reaches 20 mn records but that is highly unlikely. To control growth, you can also enable case archiving on this class (only on Pegacloud) which will move work items and related data to secondary storage for read-only purpose.
- There are plenty of resources for configuring Pega NLP. You can start with this doc which is focused on Email bots and then go on to main Text analytics documentation - https://docs-previous.pega.com/conversational-channels/86/adding-text-analyzer-email-bot
FB
US
@VikasRaidhan and @Amit_Patel , Thanks a lot for the advise. We really appreciate it. Just one more question : If we do not explictly enable case archiving, would Pega automatically archive email triage cases older than 1 year. Remember reading that somewhere; just wanted to confirm. Thanks.