Question
Vodafone DE
DE
Last activity: 21 Nov 2023 7:23 EST
Manual entity mapping using Email Manager Portal
According to the training material of the platform v8.7 and v8.8
“When cases are created from the Email Manager portal, any entity mapping definitions are completed, and the email triage case is added as a related case to the new service case. Any entities that are not extracted can be manually highlighted and mapped in by the worker. The outcome or manual classification of this email is then fed back to the training data tab to further improve the accuracy of the channel’s NLP model.”
However, when using the Portal, we cannot find any option to map/assign the missing entities manually. For example, when right clicking the desired text, we only get the normal browser menu.
We were expecting to see the same context menu that is available in the Training tab of the email channel, like in the screenshot below.
Is there any configuration we are missing in the email manager portal? Or how exactly are workers supposed to manually mark these entities as stated in the trainings?
We are using the OOTB pyEmailClient Portal, based on UI Kit.
Accepted Solution
Updated: 21 Nov 2023 7:23 EST
Pegasystems Inc.
IN
@Roberto Burgos the 'Create case' view inside the email case supports only top level properties that are marked as relevant records for that case. Unfortunately, we cannot mark properties of another class as relevant record for case class, only properties in hierarchy can be marked as relevant so your usecase will not work. You can create temp properties in top level class, mark them as relevant and then propagate those values in nested page when service case is created.
Alternatively, if you use Email manager portal in Constellation, the 'Create case' view brings the 'Create' view of corresponding case so this problem will be solved. https://docs.pega.com/bundle/platform/page/platform/conversational-channels/spinning-cases-email-bot.html
Pegasystems Inc.
IN
Roberto, the entity mapping at runtime works while creating a case. In your scenario, if an agent creates a service case form right side menu (All case types), a list of fields will appear. If they map any text from email into one of the fields, a feedback is sent back to the NLP models at runtime.
You can enable topic feedback using 'Record training data'.
For entity feedback, you'll have to make sure your application satisfies the following -
- pyIsRuntimeFeedbackEnabled when rule is set to true
- The entities you are trying to send feedback for are configured in 'Mapping' tab of corresponding suggested case.
For example, if configuration of your 'Address change' suggested case in Email channel is as follows, then when Agent maps any text in email into Post Code field, a feedback for ZipCode model is sent in the background. Please post here if you have follow up queries.
Vodafone DE
DE
Thank you very much for your reply @VikasRaidhan, we can see now that we have the option for mapping the entities. However, we cannot see the desired entities properly listed in the right click menu.
This is the configuration we have right now on the case and how the New case creation view looks. We have the embedded property Claim to save Case related properties (avoiding having properties on top level pyWorkPage) and for testing purposes we have created two top level properties.
Here is the configuration on the Email Channel > Behavior tab, here we are mapping just one entity to a property (Which happens to be part of the create view of the case)
Thank you very much for your reply @VikasRaidhan, we can see now that we have the option for mapping the entities. However, we cannot see the desired entities properly listed in the right click menu.
This is the configuration we have right now on the case and how the New case creation view looks. We have the embedded property Claim to save Case related properties (avoiding having properties on top level pyWorkPage) and for testing purposes we have created two top level properties.
Here is the configuration on the Email Channel > Behavior tab, here we are mapping just one entity to a property (Which happens to be part of the create view of the case)
While creating the case on the email manager, we now get the right click menu but we can only see mapping options to top level properties (pyWorkPage) that we have not even configured to be part of the mapping in the suggested cases section of the email channel.
So, I am a bit confused on what should be coming in the Create Case tab of the Email Manager portal, I was either expecting the Create case view or the properties mapped on the suggested cases in the email channel. Right now, we only seem to be getting top level properties as defined on the case data model.
Accepted Solution
Updated: 21 Nov 2023 7:23 EST
Pegasystems Inc.
IN
@Roberto Burgos the 'Create case' view inside the email case supports only top level properties that are marked as relevant records for that case. Unfortunately, we cannot mark properties of another class as relevant record for case class, only properties in hierarchy can be marked as relevant so your usecase will not work. You can create temp properties in top level class, mark them as relevant and then propagate those values in nested page when service case is created.
Alternatively, if you use Email manager portal in Constellation, the 'Create case' view brings the 'Create' view of corresponding case so this problem will be solved. https://docs.pega.com/bundle/platform/page/platform/conversational-channels/spinning-cases-email-bot.html