Question
ING
NL
Last activity: 11 Feb 2025 9:40 EST
Email interaction , wrap-up not working for Work queue
Hello Team,
Can someone share me how can we route email interaction cases to work queue and perform a Wrap-up
cases are getting loaded to the dpage, after that they are not displaying in work queue,
***** Moderator Adding Addition Details taken from INC-C5045 11/02/2025 ****
"We are using Constellation 24.2 Version
In CS Email interaction application our requirement is to Identify few values from Dutch Email say, Account Num, CustID, Postcode
We created Entity model type Pega-NLP and added RUTA Entirt to identify these values.
One after logoff and login this is automatically getting changed to English and nothing was getting recognized.., Entity was showing as blank and in the drop down it is getting changed to English automatically with out any entities."
*******
***Edited by Moderator Marissa to update Support Case details***
***Edited by Moderator Marije to add Capability Chat, Constellation and include additional details from INC-C5045 which were not originally provided in question (CS, RUTA entity extraction script)***
Updated: 30 Jan 2025 10:24 EST
Pegasystems Inc.
GB
⚠ Below is a GenAI-powered tool. All generated answers require validation against the provided references.
Below is a detailed explanation of the proper configuration and process flow.
Here's a visual representation of how the email interaction case routing should work:
To ensure proper routing and visibility of email interaction cases in the work queue, follow these steps:
⚠ Below is a GenAI-powered tool. All generated answers require validation against the provided references.
Below is a detailed explanation of the proper configuration and process flow.
Here's a visual representation of how the email interaction case routing should work:
To ensure proper routing and visibility of email interaction cases in the work queue, follow these steps:
- Email Channel Interface Configuration
- Configure the email channel interface with specific case types
- Define rules to categorize incoming emails into appropriate work queues
- Ensure proper association between email topics and corresponding work queues
- Work Queue Setup
- Create dedicated work queues in the Pega Platform application
- Assign appropriate CSRs or operators to these work queues
- Verify that operators have the necessary access rights to view and process cases
- Case Visibility Management
- Ensure cases are properly created in the Interaction Portal
- Verify that the case assignment rules are correctly configured
- Check that the work queue visibility settings are properly set up
- Wrap-up Process Configuration
- Configure the Wrap-up settings in your application
- Enable proper recording of follow-up tasks
- Ensure follow-up cases are correctly assigned to CSRs
If cases are not displaying in the work queue after loading to the dpage, check these common issues:
- Verify that the case routing rules are properly configured
- Ensure the work queue assignments are correctly set up
- Check that the operators have the necessary access permissions
- Confirm that the case status is properly updated after dpage loading
For reference, you can find detailed documentation here:
ING
NL
Thank you for detailed explanation
If we want to display the email body in a separate view with all the closed/open work items, From which source these can be accessed, we have a requirement to display these details in an landing page. with Email body and all closed work items
Pegasystems Inc.
GB
@umamaheswar.bk ⚠ Below is a GenAI-powered tool. All generated answers require validation against the provided references.
Here's how you can configure the landing page to display both the email body and work items:
@umamaheswar.bk ⚠ Below is a GenAI-powered tool. All generated answers require validation against the provided references.
Here's how you can configure the landing page to display both the email body and work items:
- Create a List-Based Landing Page
- Navigate to the landing page configuration in App Studio
- Choose "List-based landing page" template
- Select "Custom list page" in the configuration options
- Configure the Data Page field to source your email interaction cases
- Configure Data Page for Email Content
- Create a data page that references your email interaction cases
- Include parameters for both open and closed work items
- Configure the following properties:
- Scope: Thread
- Edit Mode: Read-only
- Structure: Page
- Page Type: Auto-generated
- Set Up Work Queue Integration
- In the landing page configuration:
- Enable "Get next work" checkbox
- Select "Custom list page" under the options
- Configure the work queue to display both open and closed items
- Add filtering options for work item status
- In the landing page configuration:
- Configure the Display View
- Choose "Table" or "Gallery" view based on your preference
- Add columns/fields for:
- Email subject
- Email body
- Case status
- Work item details
- Creation date
- Last modified date
- Access Source Configuration The email body and work items can be accessed from:
- Email interaction cases in the work queue
- Data pages configured for email content
- Case history for closed items
- Additional Display Options
- Enable filtering capabilities for open/closed status
- Add sorting options for date and priority
- Configure refresh intervals for real-time updates
- Include pagination for better performance
For reference, this guidance is based on the following documentation:
- Creating a landing page for an application
- Setting up work queues for email processing
- Configuring a list-based landing page
ING
NL
@MarijeSchillern Thanks for the update
Team,
We created a Email Bot to fetch and analyse for Dutch Email based on Entities , This is working fine,, but acknowlegement email(auto email with interation case) is sending in english, Can we know where we need to change the confiuration to send in Dutch language
Updated: 7 Feb 2025 5:48 EST
Pegasystems Inc.
GB
@umamaheswar.bk it sounds like the original question has been answered, and that you now have a different question.
(I see that you had a parallel question under Identify sender email in Email interaction)
⚠ Below is a GenAI-powered tool. All generated answers require validation against the provided references.
Here's what you need to configure to have confirmation emails sent in the detected language:
@umamaheswar.bk it sounds like the original question has been answered, and that you now have a different question.
(I see that you had a parallel question under Identify sender email in Email interaction)
⚠ Below is a GenAI-powered tool. All generated answers require validation against the provided references.
Here's what you need to configure to have confirmation emails sent in the detected language:
- Add supported languages:
- Go to the Configuration tab of your email bot
- In the Additional Settings section, find the Languages entry
- Add any required languages you want to support
- Configuring email templates:
- Navigate to the Behavior tab
- Find email template settings
- Click the gear icon to edit the confirmation email template
- For each language:
- In the Email Template dialog box, select the language
- Enter the corresponding confirmation text
- Save template
- Update Interaction Case settings:
- Make sure the email bot is configured to support multiple languages
- Create language-specific templates for each suggested response
- The system automatically selects the appropriate template based on the detected language
- Verify configuration:
- Test configuration by sending emails in different languages
- Confirm that the confirmations were sent in the corresponding language
- Make sure language detection works properly
The system now automatically detects the incoming email language and uses the corresponding confirmation email template.
Sources:
- Configuring multi-language support
- Suggested email replies with Pega GenAI
- Troubleshooting outgoing email
Can you please hit 'Accept Solution' on one of the earlier replies whch answered the original question?
Feel free to post a reply with the link to your new question below.
Updated: 7 Feb 2025 8:37 EST
ING
NL
Hello Marije,
Good Day thank you so much for you response
I've created already Bot to support multiple languages(English and Dutch), also created reply email templates to support multi language.., till this is all fine .., In the App studio-->Settings --->Application Settings i'm not able to see the Email Interaction
We have only Voice and Remote applications only.., Are there any configuration to enable Email ??
I Sent a Email in Dutch language, i got a reply with English
"Thank you for your email request. Your request ID is I-189043".., Can you please let us know if any settings needs to be done here
Attatched here the screen shot
Pegasystems Inc.
GB
@umamaheswar.bk please can you log a support incident via the MSP and provide the INC id here?
ING
NL
Here is the INC-C5045
Can you please provide me the solution to fix this issue
I believe based on the attachments and the problem desc you have clearly understand
ING
NL
Could you please provide me an update on this email auto reply issue
Updated: 11 Feb 2025 5:37 EST
ING
NL
Team,
pyEmailResponseHTML HTML file i've updated with Dutch language and save the file still it is replying with English email
Could you please let us know where we need to save this file.,Is there any specific rule set
Updated: 11 Feb 2025 9:08 EST
Pegasystems Inc.
GB
Please note that your issue needs to be investigated by our Support team as the issue is specific to a more complex configuration than what was initially described in the original question. It seems you are using Constellation 24.2 and a RUTA script for your chatbot.
---> Please continue working via the MSP with the engineer who is dealing with INC-C5045 ('NLP model reset after logoff in CS Email app from Dutch to English') and was waiting for further details which were provided only yesterday.
ING
NL
I'm following this document to update the Reply Email with Dutch language
https://academy.pega.com/topic/editing-confirmation-response/v1/in/46846/49996
Still i'm getting Email as English, Is there any other places we need to do the configuration
Pegasystems Inc.
GB
@umamaheswar.bk please update the INC-C5045 with this important update.
I don't believe that you mentioned the use of Email Manager portal yet in the ticket itself. Your last update there was yesterday.
ING
NL
Thank you for your reply
We are using Pega CS Email Interaction Email Bot.., We have configured all the steps you've mentioned everything working as expected.., Only issue is Confirmation Email.., We created Email Bot to support Dutch and English..,
When a user sends a email in Dutch, Confirmation email was delivered in English..,i changed the settings mentioned in the above document as Dutch message still it is delivering as English.., Could you please let us know what are the configuration changes required to sent the confirmation email in Dutch
Below is the Sample Confirmation message
Thank you for your email request. Your request ID is I-189052